Tale Of Two Retailers
The retailer’s strategic response has been to “develop a self-confident organization which harnesses and aligns the full potential of the workforce, partner innovation, and builds leading-edge capabilities through technology where it is an agent of change, not just a tool for effectiveness,” according to Willett.
He added that “the two major pillars of Best Buy’s transformation are defined as ‘customer centricity and efficient enterprise,’ both of which are enabled by supply chain information technology. The secret sauce of customer-centricity was inviting employee ideas, providing end-to-end solutions and honoring unique customers with personalized offerings. The interaction with the consumer has to be seamless, leading to a multi-contact experience for a community and social networks.
What’s Circuit City’s approach and how is it different from Best Buy’s?