Best Buy has dramatically reduced turnover and improved employee engagement by asking hundreds of associates about their pain points, and then changing training and store systems to remove them. “It shouldn’t be hard to work or shop in a Best Buy store,” said Best Buy retail operations VP Shari Rossow.
“As the saying goes, the customer is always right. But it’s an understatement to say that times have changed since that philosophy was popularized, and these days Best Buy is getting ahead by boosting customer satisfaction, starting with employee investment.”
