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A good friend of mine manages a (carrier) retail store and I recently had the opportunity to tour it and there's a lot of great things that Best Buy can learn.
They only have two computer-based point of sale systems for the entire store, for cash transactions, and I know this may seem impactical in a store like Best Buy but it would be interesting to see what would happen if you had 1 computer-based point of sale system for every 3 tablet-based ones. The idea being that customers can checkout anywhere in the store and it also creates a more "in-the-moment", personable shopping experience too. With the move to mobile payments and cards at an all-time high, this also makes more sense, logistically. The 1-in-3 rule, also ensures that certain departments like Customer Service and Front Lanes still have some computer-based POS systems too and that could be where customers paying with cash or check go to checkout, but to be honest & fair a majority of transactions nowadays happen via plastic or mobile payment.
The other cool thing I saw here is that they have kiosks where you can pay your bill. So instead of sending customers to customer service to pay down/off their cards, you could simply have self-service kiosks at the front of the store where customers could do this on their own.
Finally, the store has a queue system where you can check in and tell the person what you're there for and your name shows up on TVs all around the store so you know you're place in line. I don't think that this system (in its entirety) is right for a store as large as Best Buy, but it would seem like you could take the "Book-a-Blue-Shirt" pilot (for those not familiar it allowed you to check-in, in-store via the Best Buy mobile app, and schedule an appointment for assistance) and improve it by adding beacons to the store where employees can know approximately where in the store a customer is, based on proximity to a beacon. Customers could use the app to see their place in line and they would get a push alert when it was their turn.
I'm noticing on a lot of items that have "pre-orders" there are already glowing reviews for the item, which is silly because there's no way you've had a proper opportunity to sit down with the device and really "experience" it when the item isn't even shipping yet. The speciifc item I'm referencing right now is the new Samsung Galaxy S8's, which weirdly enough all have 5-star glowing reviews even though no one has even received their devices yet. But it's certainly not limited to these, I've seen it in the past on pre-orders too.
There are a lot of customers out there that rely on these reviews to make "informed" decisions and a lot of these are your "not so tech-savvy" people that would rather rely on, what they perceive to be honest and informed, opinions [living vicariously comes to mind] and this not only taints the review pool but it also makes people question the validity of other reviews on BestBuy.com as well and you'll recall there was some major fall at a large online marketplace seller over this, this past year that resulted in the them completly over-hauling their review system where it now hides un-verified reviews and only shows them after you specifically click to see them, among other strict changes (i.e. there's a very strict minimum amount of characters and they use bots to scan reviews to make sure they're relevant - i.e. about the product, not the shipping experience, etc. etc.).
Instead of issuing points at the time of purchasing Best Buy gift cards, I truly feel it should be changed to when the funds are utilized to purchase commodities. Purchasing gift card is like converting currency and it isn't really a purchase.
I have a different login for the bestbuy.com site, the bestbuy credit card, and the bestbuy forums. I should not need to remember 3 different usernames and passwords just to do business with one company.
It's the 21st centuary and you guys are supposed to be a technology company.
I wanted to see reviews for a recently discontinued product, is there a way to see them? I was specifically looking for the questions and reviews for this Dell PC - Model: I7368-0027GRY SKU: 5216602, the item description and picture come up online but I can't click thru to the reviews (per a google search there are 729 reviews). We are now having a wifi connection issue with it and I recall some of the reviews had the same problem along with some solutions to try. Thanks for the help.
I think it would be awesome if you all could place a kiosk somewhere in the store where customers could input their name, phone number, and the department they needed help with. When an associate was available, they could select the next customers name and the customer would get a text saying "Harry is ready for you" in a designated area in that department. This would allow your customers the freedom to browse the entire store, while still being confident that they were on a list for help (customer given 5 minutes to arrive at designated area). This would cut down on customer frustration as they sit there and watch the employees getting swarmed with more agressive customers. This could also provide a valuable metric on the average time a customer has to wait in each department to get help.
When I go to Best Buy I can not help but notice that there are literally employees all over the store but maybe 1-3 working the cash registers. Perhaps Best Buy could start utilizing some of these (in my opinion) "extra" employees to act as mobile cashiers to assist with expediting the check out process. If there is always one thing I can expect from Best Buy it is to wait in a long line when it is time to check out. In addition, it always seems like I am being bombarded by sales associates/employees when I am trying to browse the store. I would suggest that the physical stores set up "Support Stations" where customers can go to speak with customer representatives/sales people. This way the customers are comfortable while they shop and know exactly where to go for assistance, without feeling like they are at a used car dealership.
Square revolutionized the idea of a mobile POS solution for the "everyday Joe" (or Jane) at a time when POS solutions usually costs well over the thousands of dollars. Since then, Paypal, Shopify, Clover, Intuit and Microsoft have all come out with competing solutions because the number of small businesses and startups is only increasing every year.
The issue for Best Buy is they only carry the Stands and/or the standalone chip/NFC readers. If someone wants a complete solution, such as the cash drawers, barcode scanners, receipt printers, etc. You're sending that business online and to give you an idea, it's the difference between a $169.99 sale (for package with Stand & EMV/NFC reader) versus over $750 for the cash drawer, barcode scanner and receipt printer with the Square Stand.
That being said, pricing for the component (Stand with NFC/EMV) that Best Buy DOES carry is the same, which rolls out the red carpet for someone to just go online and buy everything together from Square. The other opportunity here is to create a bundle where if someone buys all the Square stuff and an iPad there's a savings. It doesn't have to be significant, but if you think about the revenue that would be generated just by a 10 or 15 percent increase in FULL solution purchases (all components plus iPad) from Best Buy that would be pretty substantial.
The most requested accessories (for your reference) are the cash drawer, barcode scanner, (wired) printer -- because there is a bluetooth one as well and the receipt paper rolls.
So, Ive financially reached a position that I can use certain VISA cards to pay for just about anything then go online the next day and pay that amount off.
What I would like to see is the pending rewards showing up from the use of the VISA on the bestbuy rewards page. Knowing that different types of purchases along with temporary ones effect the bonus rewards points (example: Grocery or 'Fitness equipment') is great, however not seeing anything can be a bit frustrating. Obviously a person can call eventually if points don't show up; seeing pending points that match the amount that I spend on the card would not only end worry, but may make me decide I'm getting better rewards from your VISA, "I'll use it!"
I spend $88 @ Bestbuy.com or in Bestbuy store and I almost immediately see pending points for $88 (was a bit more but just dropped from elite plus to elite over $300 bucks).
I Spend $88 Anywhere else on the BestBuy VISA and I see no pending points? Simple fix?
I generally like to submit product reviews for the items I purchase--because I like getting the points boost--and followed the link in an email I got today to do so. My issue is that it took me to a page showing all my purchases for the past few months--even ones I'd already reviewed. I really think it would be useful to customers to have an easy way to figure out if they've done a review for an item, short of writing a review and having it get rejected as a duplicate after putting that time into it. Searching through some of the 120 reviews on one product like I did today isn't easy, either.
-On the rewards points history, include what product review the points are for. You could do a +/- dropdown box like for purchases.
-When taking customers to the purchase list via the email link, have text indicating whether or not a review has already been done for that product.
-Have a page within rewards that shows "my reviews/reviews I've submitted", just like Amazon does.
Instead of making me convert my Reward points to a certificate and then apply that to my order, allow me to just apply points directly at checkout.
Also, It is really frustrating when I'm buying something for $9.99 and can't use more than $5 in rewards because it is 1 cent under $10. This could also solve that issue.
These giant Store Pickup stickers you put on the DVD & Blu-ray slipcovers are awful--every time I try to remove these they destroy the slipcover artwork. I wish you would go back to putting store pickup items in plastic bags instead of these awful stickers--or at least put them on the plastic-wrapped blu-ray inside instead of the outer slipcover!
Windows 10 with a Version Number 1511 was released in August 2015.
Windows 10 with a Version Number 1607 was released in August 2016. This was a HUGE update taking between 4-5 hours to fully finish. In many cases, this "Anniversary Update" failed to install, or customers who were unaware that any MS update could take up to 5 hours to install, and regrettably they simply powered of their computer after 1 or two hous, thereby really messing up their computer. In these cases, customers have had to turn to Microsoft's "manual" Media Creation Tool in order to update and stabilize their O/S. Another 4hrs.
I have worked with over 250 seniors to help them optimize and innoculate their computers for safe operation. 6 to 8 of these senior have recently purchased "NEW" Windows 10 computers since the beginning of the year only to find out that their new computer came with the obsolete and very buggy Windows 10 V 1511. Something is very, very wrong to saddle these Seniors with the monster upgrade known as Windows 10 V1607.Anniversary Update! When they purchased, they trusted the "New" meant "New".
It appears Best Buy, Staples, Amazon are hiding this information from the customer to unload obsolete Win10 O/S's from old stock dating way back to before Win 10 V1607 was release in August 2016.
PLEASE people..., exactly how can a trusting consumer know for sure that their brand new computer has V1607 for the initial setup and configuration. I find no mention in the various computer vendor's advertizing online, nor in any mention made on the MFG's box containing the computer or materials included in the box,that tells the customer in advance exactly which Win 10 version in included in the sale. Nor is their any caveat that buying a machine with the obsolete V1511 will cause them an inordinated amount of hours and frustration to simply get their NEW computer "Up-to-Date".
After the initial computer setup, forcing customers to go through the 4 - 6 hour ordeal of "Win 10 Anniversary Update" that often fails, causing another 4 hrs recovery using MS Media Creation Tool install is totally unexceptable.
Selling a New Computer with the Obsolete V1511 O/S, when a much improved V1607 has been out since August of 2016, and failing to notify the customer of this fact, is the worst of the worst when it comes to Best Practices within the Customer Service World.
I would respectfully asf that Best Buy (and all other computer retailers) openly disclose the Windows O/S Version they will be greeted by after a reasonable 90 minute setup. Best practice, print the O/S Version on the Mfg's Label on every Computer Box. So simple, yet soooo very honest and transparent.
This feature seems like it's almost there, as you can currently view purchases (even those made in store) from your MyBestBuy account, but it would be extremely beneficial to be able to reprint your own receipts and have it look like an actual receipt, versus right now, I have to print the part of the webpage that shows my order and hope that it passes for a receipt. Two places where this would really come in handy is with insurance (I keep receipts for inventory purposes) and I generally do a good job, but every now and then I misplace one.
Another example would be for issues that require repair under manufacturer's warranty and on some things with warrantis longer than a year receipts fade so one could simply go in and re-print their own receipt (Best Buy should also, on that note, extend how far back you can search receipts).
The most prevalent benefit of this idea, is that it reduces traffic at customer service and it's another way to drive loyalty (i.e. the MyBestBuy program) to customers that may not yet be members.
My idea is that Best Buy should set up a table with camera lenses from different companies, and customers could bring in their own cameras and try out the lenses before purchasing one. It would be like the tables that you can try out laptops/desktops and the tables with Apple products. The lenses could range in sizes from 18-55mm all the way to 500mm lenses. There could also be extenders/teleconverters for lenses.
Just recently received an e-mail titled Subject: Last call for TAX TIME TECH SALE—Get the most from your refund! Be a good Idea to wait for a Tax time sale for people to receive their Tax Returns. First of all IRS isn't processing or sending out returns till after Feb 15th, so this makes no sense to have a Tax time Tech Sale before people even can receive their Tax Returns.