Retail Excellence: Nebraska Furniture Mart
Back in 2007, in the early days of the recession, Nebraska Furniture Mart (NFM) executives, especially those connected to the company's electronics division, began planning for the future. They knew customers would become even more discerning, choosing the retail outlets that offered them the most value, the best product selection, the highest degree of customer service and an unparalleled shopping experience.
"We knew the business was changing and that the economic marketplace was tough," said Jay Buchanan, NFM's electronics division director. "We said we better invest now."
That investment led to the redesign of the electronics division in NFM's Kansas City, Kans., store, which followed a similar redesign in the company's store in Omaha, Neb. The company took all they learned from the previous redesign, making sure that each step in the process improved the division's overall "shopability."