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Introduce a BesBuy biannual customer review/feedback initiative

Status: Acknowledged
by on ‎12-29-2013 07:07 PM

Twice a year Bestbuy should reach out to as many current/former/future customers/employees to see how BestBuy can live up to it`s name. Take it seriously and be thorough that way true change can come and have an impact. No other retailer does it which would give credit for caring vs lip service. A group of 50 - 100 questions with sections dedicated to elite/elite plus/GCU. Customers who are already elite/elite plus/GCU should get unique questions based of the programs there in and what status they are.

 

For example: A silver elite member should be asked

1- What should be added

2- What should be ended

3- What does work well

4- What doesn`t work well

5- What can we(BB) do to keep you

6- What could cause us to lose you

Obviously, email would be the main way to go about acquiring the info but the questions could be sent with coupon packs designed to generate sales.

Offer 100 RZ points for complete surveys but special offers if completed in the store.

300 RZ points if the complete survey is turned in w/a $30 purchase

300 RZ points + 2X RZ points on a purchase of $75

500 RZ points + 2X RZ points on purchases of $100

500 RZ points + 3X RZ points on purchases of $150

750 RZ points + 2X RZ points on purchases of $250

1000 RZ points + 3X RZ points on purchases of $500

1500 RZ points + 3X RZ points + $50 instant giftcard on purchases of $1000

Status: Acknowledged
I did hear back on this and was informed at this time we would not be moving forward on this idea.
Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-30-2013 02:25 PM
Status changed to: Tell Us More
Nice suggestion. Would any other members want to see this happen? Remember to vote for an idea if you like it.
by htz
on ‎12-30-2013 08:35 PM

I wouldn't mind taking out time to help Best Buy out. Maybe give away some free reward zone points to entice more people to participate.

by
on ‎01-01-2014 01:05 PM
@htz All completed surveys get 100 RZ points I figured the con to the idea of giving away pts would be cost but if there`s a way to convert the pts into sales/foot traffic then it can work. If BestBuy puts together an ad promoting this "BestBuy cares" angle the payoff from goodwill/coverage will also boost sales. News coverage/blogs will tell people to head to BB with their surveys, get the coupons and sales will follow. Have reps handing them out upon entry along with stand next to the weekly ads.
by
on ‎01-21-2014 12:56 AM

Maybe a large portion of the current ideax threads could be presented in the the feedback section to get a greater feedback pool to guage interest & increase ideas.

 

http://www.forums.bestbuy.com/t5/Best-Buy-IdeaX/Changing-IdeaX/idi-p/771659

by Fourty
on ‎01-29-2014 02:15 AM

Voted up with reservation.

 

What is the intented outcome of having the initiative? Is it to gather customer feedback and drive change or an attempt to show customers the BB cares? Maybe both? Nothing wrong with either, but it will just change the approach.

 

Gathering customer feedback - Consumers are inundated with online surveys and phone calls after contacting companies. I would suggest a different approach to make these customers feel compelled to privide actionable feedback like calling it "Special Invitation" and explaining why they were singled out for it.

 

Show that BB cares - This is more of marketing tactic in my mind. Where it is advertised that John Smith out of Ft Wayne told us this, so we changed it.

 

Either way, you are correct in that the questions need to be unique to the customer type.

by
on ‎01-29-2014 09:38 AM
I would think both but more towards driving change. It would actually cause great contempt to request & recieve feedback then ignore it. Plus the sample size will be much larger b/c if the pts which should give the best "view" from the customers. There`s a disconnect between BB & the customers which needs to be resolved if BB is going to recover for the long haul. Cost cutting is fine but sales is what drives retail & that`s what they need to improve the most. BB needs to find out what will make a person buy a tv + warranty there vs Amazon/Walmart/Costco...Once they solve that riddle & they become the go to source for electronics purchases the future will be bright again.
by Senior Social Media Specialist Senior Social Media Specialist
on ‎07-10-2014 02:15 PM
Status changed to: Under Review
Thanks for all the input. We have forwarded this onto the appropriate team. Once we hear back from them I will post back to this idea.
by Senior Social Media Specialist Senior Social Media Specialist
on ‎07-11-2014 02:25 PM
Status changed to: Acknowledged
I did hear back on this and was informed at this time we would not be moving forward on this idea.
by
on ‎07-11-2014 06:51 PM
BB needs this more than they know it`s an honest blueprint from the customers on the frontlines. Non sugarcoated it`ll provide a look into the company that`s needed to move forward while remaining competitive. If you`re happy where you are you`ll remain where you are success comes from moving from where you are to where you wanna be, where you should be. Are you #1?
by gadgeteer
on ‎07-16-2016 12:16 AM

I have to agree with @enuf on this: the retail landscape is becoming brutal as more retailers start to move to an omnichannel approach and the number of competitors for retailers grows (the latest example of this has been the rise of Adorama and companies like Jet.com).  If you really take a step back and look at what a lot of the forum postings are about, customers WANT Best Buy to succeed, but no customer ever wants to feel like Best Buy's success is coming at the customer's expense. A lot of the ideas mentioned on the forums center around the Rewards program (about 100 to be exact if you were to do a search above) and I think doing an invitation-only town hall member with your seasoned employees, Elite/Elite Plus (seasoned customers) and maybe even some customers that haven't made a purchase in a while would be to your benefit.  Feedback is truly invaluable and priceless. And to be honest the "ignore the customers and see what they do" approach is costing you more and more customers everyday and it's making you a sitting duck if a larger competitor like Target or Walmart decided that they wanted to go after your customer base -- which to be honest neither have invested in electronics the way Best Buy has, but it's not to say that this can't change in the future. I know both Target and Walmart have invested a lot of funds to redo their electronics sections and to carry both more and higher-end, higher-quality electronics than they did, say, 5 years ago.

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