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New Idea
0 Votes

I notice that the crew at the customer service desk is very skeletal - especially during the week.  The issue that I've notice holding up the line the most is when customers don't have a receipt and the agent has to lookup the purchase and it's absolutely dreadful: people have 13 phone numbers the purchase could be under, they have a wallet with 6 cards and they're not sure which one they used to make the purchase on, etc.  

 

Why not have a kiosk where customers can search for their own receipts (similar to the kiosk for trading in games).  You could put in all the information you have - i.e. your reward zone number - last name, first name - or swipe the card you used to make the purchase and it could locate and print a copy of your receipt for you.

 

This would be a great time to start designing and testing it so when you have influxes in returns during and after the holidays you can really start optimizing the service desk and lower the amount of time peope wait in line.  

Status: Acknowledged
Due to customer privacy concerns I can't ever see us doing this. Thanks for the suggestion.
0 Votes

More computer information

Status: Tell Us More
by Valued Contributor on ‎07-17-2013 08:08 AM

As a person who views the BestBuy.com website everyday to try to get the best price on a computer when it comes out I have found the information to be provided is mediocre at best.

 

Normally it doesn't list what motherboard is being used, what wattage the power supply is, what type of memory it is ( 1333, 1866, etc), how many bays and what size bays are in the case, what type of computer case it is, and etc.

 

For a retail store that tries to have the cheapest price, with the best products the site doesn't do honor to it's name. To lead you must have the best information, the MOST information.

 

I am suggesting that more computer details on the specific products itself are listed at least in the specs tab or something.

 

I would like to also suggest putting a warranty page on the page where you can view on that tab the different year possibilities for a warranty and the price for each year. I shouldn't have to add to cart then wait for it to add to cart, then go to checkout, and then view what warranty to choose. It should be three clicks, then checkout instead of 10 clicks and checkout does that make sense? 

Status: Tell Us More
I fully admit I found this idea interesting, and as someone who wants as much information as possible I can't agree more. Would anyone else like to see this? Remember to vote for an idea if you like it.
0 Votes

I'm just addressing on behalf of a customer here:

 

forums.bestbuy.com/t5/BestBuy-com/So-not-cool/m-p/693636

 

I do agree to a certain extent that the return policies should be more visible on every page or at least a hyperlink on each product page that takes a customer to the return policy not just for Best Buy items but also for Market Place items as well. Customers tend to get confused at these things and the less guesswork one has to do, the more comfortable people will be shopping online.

Status: Tell Us More
Would anyone else like to see this happen? Remember to vote for an idea if you like it.
0 Votes

DVD

Status: Tell Us More
by CF on ‎07-15-2013 11:37 AM
Need to ad more musicals
Status: Tell Us More
Would anyone else like to see us add more Musicals to our DVD assortment? Remember to vote for an idea if you like it.
0 Votes

new store new location

Status: Acknowledged
by ObafemiAdaraloy on ‎07-04-2013 10:57 AM

hi guys i have an idea that you guys should open a store in ecah european city that would be pretty cool 

Status: Acknowledged
Given that we recently closed all our stores in Europe, I can't imagine us opening new stores in every European city. Thanks for sharing your thoughts on this.
0 Votes

Hello, the following lines are for a school assignment, but I believe they have relevance, so here they are. Our instructions were to pick a relevant US company and write the assignment in the first person, as if we worked for the company.

 

Best Buy: A Proposal for Improvement

            Sound of Music, which would later turn into Best Buy (BB) was founded in 1966 as a record store. As available technologies and customer service norms changed, so did our business model. Since then, Best Buy has evolved into a technological hub where people can get music, movies, computing devices, electronics, and appliances. We started our online store in the year 2000, and we acquired Geek Squad (GS) three years later with more than acceptable results. As of 2006 our outstanding shares had reached their maximum value at 56.00 per share, while our most visible competitor’s (Amazon) share was about 35.00. Unfortunately, that boon period would not last, after 2006, the value of our stock declined to its current price of 26.00 while Amazon’s has climbed to 273.00. We made a series of acquisitions with disastrous results that drove the price of our stock to a low of 21.00 in 2008. By the figures and facts shown, it is evident we have two problems: first, our current business model needs to improve; second, we have an image problem. To change that, we prepared a few suggestions to modify our business model and, at the same time, improve our public image. These changes will eventually help us to increase profits and avoid excessive layoffs.

 

Size of Retail Locations

In order to improve our sales per square foot ratio, it is necessary to reduce idle space. The current initiative to reduce space to favor smaller devices such as smartphones and tablets is good, but it falls short in other categories. For example, as a customer enters a Best Buy store, he or she expects to see an extensive laptop exhibition area. With the current initiative, that would not be possible in some stores. Radio Shack already uses this strategy; therefore, it is advisable for Best Buy to keep a tangible differentiation. A viable option would be to modify the Geek Squad service to fit the need for less space. Also, in accordance to that idea, we could do away with the music CD areas by replacing them with experience sections with music available to be heard in multiple personal kiosks. Direct downloads would be available to customers, which they could execute directly from their smart phones or with a store code to be used online.

 

Merchandise Display

Our exhibited merchandise in the computer department is always off or password locked, preventing the customer from fully experiencing devices like PCs, laptops, tablets, and smartphones. Best Buy should change that policy by offering a more intimate and improved customer experience. That calls for the use of a viewing model similar to Apple’s, where the items in exhibition are powered and available for the customer to experiment them. This hands-on demonstration should include functioning Wi-Fi networks with limited connectivity to trusted sites.

 

Return Policies

Eliminate the fifteen day return policy and change it to a more consumer-friendly sixty day one for every customer. Thanks to Costco’s ninety day return policies in electronics with no restocking fees, customers in general expect a more generous return policy. Personally, I can attest that this differential in return periods becomes critical in considering the risk associated with purchases of more than $500.00. According to ihatebestbuy.com this is one of the most upsetting issues customers have with our store. Also, numerous complaints have been filed from customers who were denied a return for not being Premier Silver members (PSMs) of our Rewards program. PSMs get sixty day returns instead of fifteen. We believe that this distinction only alienates other buyers and does not do much to increase our efficiency rates.

 

Loyalty Program

            Modify the ninety day expiration window in our loyalty program, or eliminate it completely. In light of recent consumer pressure, many stores have changed their loyalty programs so the earned incentives may carry over longer periods, or in some cases, do not expire at all. According to techjournal.com the push for non-expiration-date rewards began with American Express and IHG (a hotel chain) and later expanded to other industries such as airlines, grocers, and financial services. If we are to continue to offer a reward program, we should consider expanding the expiration date. It should be noted that low cost retailers in the electronics industry like Wal-Mart and Amazon do not offer loyalty programs. That may open a debate to reconsider to either use the program to keep our customer base happy or do away with it if a low-price strategy is to be followed.

 

End Outsourcing Agreements and Reconfigure the Online Store

            According to Forbes and the Wall Street Journal, Best Buy’s online store is one of the worst in the industry: its inventory is scarce, return policies are not in par with the current market conditions, and its functionality is not even close to that of Amazon. One example is the simple task of adding a gift note to some item, it is just not possible. Also, Best Buy’s website is a laggard compared to those of the competition; a single task, say a purchase, takes at least double the time it takes at Amazon.com. In light of the facts described, Best Buy should end all of the outsourcing contracts at once; our online store is a core function necessary for our own survival and should not be delegated to third parties. We also suggest improvements to the online store focused on usability and ease of access. Additionally, the online store should include direct links with access to customer focused groups, for example blogs and open forums about the use of windows 8; device ratings (like Amazon’s), and direct online help for normal issues with new computers. Actually, resembling Costco’s concierge service, we could offer free use of the Geek Squad’s service for 30 days for new items. This would work as a trial and could increase Geek Squad’s sales by a significant percentage.

 

Geek Squad

            Surprisingly, Geek Squad is known to the community in general as an on-site service available by visiting customers in their homes or by having the customers visit the Geek Squad store. That is just short of the actual reality and is not acceptable; our efforts to increase customer awareness about Geek Squad’s great online help capabilities should be escalated. By doing so, Best Buy would capture new customers, achieve higher satisfaction rates, and more revenue. There are competitors offering similar services, but, in comparison, Geek Squad has a unique brand recognition that it can, and should capitalize.

 

Public Relations

            In the last two years, a barrage of negative publicity from Forbes, the Wall Street Journal, and USA Today have, without a doubt, hurt our image. Best Buy should hire a professional public relations firm and develop a positive costumer-centered strategy. Any positive changes and improvements should be reported to customers and consumers in general via publicity, news outlets, and marketing campaigns. If Best Buy is to maintain and improve its market position, a better image in the public eye is paramount.

 

Conclusion

            The strategies outlined are centered in customer satisfaction and the use of more efficient revenue generating means. Customer satisfaction and good public relations are of essence. Best Buy or any other company, is nothing without loyal customers; therefore, our efforts must be centered on them first. Also, our current sales and marketing system needs a complete overhaul; that is true for our store-front sales; but, it is painfully true for our currently outsourced online capabilities. The adoption of the proposed strategies should put an end to our current downward spiral, and, in the short term, bring Best Buy back to its rightful place as market leader.

 

Disclaimer: The above lines were originally written for a business class, facts may or may not be exact, or may have changed. This is not a formal proposal and it is not intended to be. The essay is written in the first person for classroom purposes; I am not affiliated with, nor represent  Best Buy in any way or form. The intentions for publishing in this forum are: 1) to comply with a class requirement, and 2) to add these ideas to this forum as others have done in the past.

 

Thank you.

Status: Tell Us More
Thanks for the very thoughtful and detailed suggestions. I would love to hear anyone else's take on these ideas. It might be better if each idea was posted separately and even better if they were combined with an existing idea if it were the same idea. Remember to vote for an idea if you like it.
0 Votes

I have a small test, and i used a binder ring, i think its a 1/12 size, without glue and balanced on the wall, holds three xbox controllers,one on each ring, it can also hold more. On top of that, whtout anything holding it, is another small binder 3 ring that holds my headset. These both can work with all headsets and controllers.

Status: Tell Us More
Sounds like you are pretty creative, and I can certainly visualize how this would work. Are you stating you would like us to sell something along these lines? What do other users think of this? Remember to vote for an idea if you like it.
0 Votes

When you get to the end of a successful checkout process it would be good if you were able to share parts of the purchase to the major social networks.  This would generate conversation for the buyer and product and brand recognition for BBY

Status: Tell Us More

I was hoping we could get more feedback on this idea. Remember to vote for an idea if you like it.

0 Votes

New Store Model

Status: Tell Us More
by beyfenn on ‎05-07-2013 10:46 AM

Smaller Neighbor hood stores with product centered around the local market, with employees who can get to know their customers persoanlly. Smaller stocked amounts but with product geared to that specific market. One store geared to media, another to Mobile electronics, another to TV Stereo, another to Car audio and so on. Each contributing to the company over all but not dependent on the performance of the others.

Status: Tell Us More
I would have to assume we already do market to the specific area in most stores, but probably not as specific as you are getting at. Would anyone else see the value you in this idea? Remember to vote for an idea if you like it.
0 Votes

Customer service in cell phone dept

Status: Tell Us More
by mags1 on ‎05-04-2013 12:21 PM

Just purchased a cell phone yesterday at your store. Wonderful service, the downfall was waiting a half hour before the sales person to was available to set up our phone. While waiting we wanted to look at tablets but didn't want to loose out place in line. We spent 1 hour in your store .5hr waiting and .5hr having our cell phone service initiated, then we were tired and went home.

 

Idea- give customers buzzer beepers so they can walk around the store while waiting.

Status: Tell Us More
I think there could be an issue with our mobile associates looking like they're not helping anyone when they really are working on setting up service while a customer is browsing the store. I would like to hear from others on this idea. Remember to vote for an idea if you like it.
0 Votes

I just had an idea that with the renew blue going on, I feel that we all need a refresher on what our stores should look like. And to do that, there could be a segment based off of the series "Hoarders."

 

As a Sales Support Sup, I am constantly picking up after the team, and in my mind I always think about why people feel the need to keep certain things (or don't clean out their answer centers, down stocking, or making sure the stores are dust-free). I think that calling out this issue to the sales teams (and not having us SSS's having to yell all the time) via a fun and interesting way; would go a long way in backing us all up and making our stores more shoppable for our customers.

Status: Tell Us More
Sounds like a pretty interesting Tag TV segment. All of our employees should already be doing what they can to make sure their work environment is kept clean, but I guess it never hurts to provide a refresher. Do any other employees have anything additional to add here? Remember to vote for an idea if you like it.
0 Votes

@Gamer Questions & Ideas

Status: Tell Us More
by 3DKillers on ‎04-27-2013 05:37 PM

Considering it will be going completely digital soon (which I personally regret) and will be eliminating additional cost for material like paper, ink and printing as well as shipping.  Does this then mean the cost of the subscription will also be reduced to reflect these savings?

 

I'm also curious on how exactly this process works?

Once you've download the issue, will you be able to re-download it again if you have deleted it and want to revisit it?

What about if you let your subscription expire, will you still be able to download the issues you were subscribed to?

You don't have the ability to just login to @Gamer and simply read the issue(s) on line?

 

I'm not a big fan of being forced to be tethered to my computer and not everyone has the benefit of a tablet or smart phone and reading a magazine on a smart phone is not a very enjoyable experience anyway.  I myself prefer an actually magazine that I can hold in my hands and take with me, where ever I may roam.  Soon all printed material will be digitized only and books and magazines will be like 8 tracks, cassettes and vinyl albums.  You will have stories to tell the little kiddies "when I was your age we had..."

 

How about benefits for Premier Silver Reward Zone Gamers Club Members?

I think it would be awesome if your a Premier Silver Gamers Club Member to be able to login into @Gamer and access a data base of all the @Gamer issues.  From the very fist issue, to the most recent and be able to read them through the website without the need of downloading.  As a subscriber you should have the ability to read all the issues you've subscribed to online as well and always have access to them even if you let your subscription expire.

 

Lastly the ability to pay/renew your @Gamer subscription with the use of your Reward Zone points which is brought up in this post.  Only 3 votes?  Come on Gamers Club Members show some support and vote!!!  Smiley Frustrated

 

    - 3DK 

Status: Tell Us More
Lots of good ideas here. At this time we will not be lowering the cost to sign up for a Reward Zone Gamers Unlocked membership. Does anyone else have any feedback on this idea? Remember to vote for an idea if you like it.
0 Votes

Let's say I'm a repeat customer. Best Buy should recognize that and send me a survey asking questions like:

 

1 - What email provider do you use (Gmail, Outlook, iCloud, etc.)?

2 - What type of phone do you have (Radio buttons with 1)BB, 2)Windows Phone, 3)Android, 4)iPhone)?

3 - Where do you get most of your music from? (iTunes, Google Music, CDs, etc.)

4 - What social networks do you use most often?

5 - Are you open to trying new mobile operating systems? (wording should be adjusted but you get the point)

6 - Do you own a tablet? If so what OS?

 

The questions could continue on and on but the point would be to whittle down the stores' inventory to a smaller number of devices that would truly satisfy me. For example, I'm very invested in Android and Google's ecosystem - getting all of my music and most of my movies from there along with my email and a myriad of other online products. Others are more invested in Apple or Microsofts' ecosystems. I'd honestly rather only see products related to Google, Android, and ChromeOS compared to an iMac or Surface.

 

Voluntarily surrendered information is only a good thing for Best Buy the way I see it.

Status: Tell Us More
I would imagine we already do some of this, but I would like to hear if other customers would like to see this implemented further into our email marketing strategy. Remember to vote for an idea if you like it.
0 Votes

Get Demo Items Up Faster

Status: Acknowledged
by vaan285 on ‎04-23-2013 03:27 PM

I recently went into Best Buy the past couple of days looking for the new Sony Handycam's.  The associate who helped me had said the demo of the camcorder I was looking at should be up fairly soon.  I was happy with the response, however, another associate said they do not know when the new displays will be set up.

 

The Best Buy website says that the store has the items in stock and ready for purchase.  Any customer walking into the store wouldn't know if new products were available.

 

I'm waiting for the demo products to be put up, is there anything hold Best Buy back from putting up demo products once the products are received?

 

 

Status: Acknowledged
All of our stores should have all demo products up and running at the same time the items are available for purchase. If this is not the case at your store there is most likely an unforeseen circumstance preventing this. This store should have these demos up and running as soon as they can.
0 Votes

New Store

Status: Tell Us More
by scompton1980 on ‎04-02-2013 09:49 AM

There is a small town in eastern Kentucky called Pikeville, KY.  Is there anyway we can look at a opening a store in Pikeville sometime soon.  There is a new shopping center going up that would be great for the small Internet store or there is a building largte enough to open a full sized store right now.  Just needs to be renevated.  They have a parade and festival every year call Hillbilly Days that we can promote Best Buy and Geek Squad in.  The only way that the people of Pikeville can get to Best Buy is to drive 2 hours in any direction and the only way that they have to buy electronics is Wal-Mart, Kmart, and somethings are sold at Lowes.  The computer repair is done by Staples.  This is a place that is in need of Best Buy and Geek Squad.

Status: Tell Us More
Thanks for the suggestion. Would anyone else like to see us open a store in this area? Remember to vote for an idea if you like it.
0 Votes

Better utilize space in store.

Status: Tell Us More
by gadgeteer on ‎03-19-2013 12:29 PM

First off, let me say I love the new layout of the "Connected Store" format.  It feels much more open, clean, and easier to locate things;  However, I think the big desk in the middle is really under-utilized.  I asked an employee what it's for and they said "customer trainings" yet every time I've been in the store they're utilizing like 10% of the total area mind you this is a very big area.  If its for training, why not have commericals or advertisements for training to really drive utilizing this space.  From what the employee said, Best Buy wants you to know how to use your technology so they plan on offering free classes (similar to Lowes).  There should be a lot more awareness about this because it is a potential differentiator AND it curbs online purchases.  Online retailers like Amazon are quickly realizing that B&M stores have them in sight and lately some of the best deals I have found have actually been in B&M stores (which I found out Amazon does not price match, unless it's a TV).  

 

I think it would do you great justice, to print fliers and put them in customer bags or send out an email with a voucher for a free technology training and really get customers engaged and enthusiasic about this offering.  That way if a customer comes into a store and they buy a new phone and it's their first smart phone - yes AT&T may give it to them for the same price, but AT&T isn't going to sit them down and show them how to use it.  That kind of service is a differenator.  

Status: Tell Us More
I will admit I was not part of the design team for this new store layout, but from what I understand this center part of the store is mainly to provide our customer's a centralized location in our stores to get answers to their questions. Does anyone else have any thoughts on this idea?
0 Votes

Ideas from a student in China

Status: Acknowledged
by kjmartin on ‎03-05-2013 05:55 AM

Dear the Best Buy:

   I write this message just after reading the news that you plan to give up several projects in China. I don't think this is really a wise decision. Besides I find another news in the same website, saying that the superbatteries is under development, and the market is too big for market apartment to estimate, especially in China. the other products are the same!

 In short, I just write to remind you, but to the decision,just on you.

 Thank you.

Status: Acknowledged
I have to admit I'm not sure what projects you are referring to, but would thank you for sharing your thoughts on this.
0 Votes

CD Maker

Status: Tell Us More
by jrhope on ‎03-02-2013 03:57 PM

You have a large selection of CD's and headphones to peruse. Let's combine both music sampling and headphone trying-on to create an experience to make CDs right on the spot! In this section, people can choose the headphones they want to try out, browse the panel of 1000s of songs, select songs, sample them, put them in a playlist, and burn CDs. You can charge a dollar a song, which is comparable to itunes and Amazon and other music carriers. However, having a physical location will help people create master playlists customed to their preferences who would may not be able to do so so smoothly on their own. This would be convenient for those who like to make personalized CDs and a moneymaker for you and me!

Status: Tell Us More
Interesting idea. I'm sure there are copyright concerns, and that if this station did become popular there would most likely be lines to have to wait in. Anyone have other thoughts on this idea? Remember to vote for an idea if you like it.
0 Votes

I am not saying that disabled people have a hard time browsing Best Buy I would like to see a special section that has technology that can help people with a disability. You guys already sell that Insignia HD Radio that caters to that demographic and I would like to see other products follow suit. And like I said, a special section in the store catering to products for the disabled Smiley Happy

Status: Tell Us More
Not sure how feasible this would be at this time, but it never hurts to look into it. Would any other customers or employees like to see this? Remember to vote for an idea if you like it.
0 Votes

Bestbuy.com Innovations

Status: Acknowledged
by Longhorn on ‎02-24-2013 03:06 PM - last edited on ‎02-25-2013 01:06 PM by Senior Social Media Specialist Senior Social Media Specialist

One of my MCSAs had some ideas about how to improve bestbuy.com.  His name is Matthew {removed per forum guidelines} and his employee number is {removed per forum guidelines}.  His idea was that we should add a link that will give the customers a list of comparable items based on the specs of the item they were originally searching for.  He thinks this would help us find a solution for those customers who go online or call the store looking for a certain item, only to find out that is out of stock or unavailable for shipping.  In his opinion, the best place to put this link would be right under the add to cart link that is next to every item. 

Status: Acknowledged
Although maybe not exactly the same, on each product page we do now show items other customers viewed that were similar to the one being looked. Thanks for the suggestion.
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