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Why Best Buy is investing in employees

February 7, 2018

MIAMI — 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.

At the Future Stores Miami conference Tuesday, two executives from the big-box electronics retailer described the work they’ve done over the last three and a half years rethinking employee training by investing in support for customer and product interaction — as opposed to clunky, corporate technology — by using dedicated resources from a retail user experience and a change management perspective.

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