See The Forest
Brian Dunn, CEO of Best Buy, recently told investors, “We are building on our foundation as a company that sells hardware and accessories to one that understands that means we can connect people to the people, content and networks they care about.”
Another way to read Mr. Dunn’s statement is We are selling hardware and accessories but our customers are buying connections. That (seemingly) simple realization will radically change the way Best Buy treats people.
Every business needs a leader like Dunn – who is capable and not afraid of expressing the “squishy” side of their business. One who can see that there is something happening at a deeper level than what spreadsheets want you to believe.
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Posted by:
Bruce Kaechele
Email the author:
brucek@fathom.net
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What is interesting about this is if you think about why you might go back to the same place to purchase again, it might be less about the product and more about the experience. Clients come to you because they need help with something, but they come back again and again because of the experience they had with you. Understanding the magic of the experience you deliver through your clients eyes is the critical insight as to how to understand, improve and train your team to perpetuate that experience.
what you guys did to the ARRL website just sucks. Very difficult to find anything. Did they actually pay you to do it?