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Joly is such a fan of the book that he has provided a copy to members of the board of directors and Best Buy’s executive team. I left his office with a copy in my bag, too.
Joly spends much of his unscheduled time shopping BestBuy.com and visiting stores to see how the customer experiences Best Buy. He is almost always recognized as the boss, he said, but the system at checkout doesn’t know that, nor does the website.
On a recent trip to New York, Joly made a point of stopping at Best Buy’s 86th Street store in Manhattan. The store and its new in-store Windows and Beats shops looked great, he said, but he also noticed that this store actually has windows facing the sidewalk.
What he saw when he looked into those windows certainly contrasted with the window displays at the Ralph Lauren store around the corner on Madison Avenue, displays he called “inspiring.” So window dressing became another opportunity for Best Buy to improve.
“We are raising the bar in terms of the customer experience, the energy, the focus,” he said. “The test is, ‘Is the store this month better than it was three months ago? Six months ago? Or a year ago?’ The answer is yes. That’s what matters.”
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