Best Buy Canada Invests $200m to Build Multi-Channel Customer Experience

Posted: 03/29/2015

The retail giant had launched a new strategy to improve the customer experience through multi-channel.

Multi-channel is a major buzzword within the customer experience management industry at the moment. Customers increasingly want a variety of choices in how they purchase products and services and what channels they use to communicate with companies and brands.

SEE ALSO: The Business Value of Integrating the Contact Centre Within Your Omni-Channel Strategy

To not fall behind, Best Buy Canada, a subsidiary of Best Buy Co Inc (NYSE:BBY) which owns and operates the Best Buy and Future Shop stores in Canada, has announced plans to build a leading multi-channel customer experience.

Investments of up to $200 million will be made in Best Buy stores and to achieve this goal and the retailer is consolidating both the Future Shop and Best Buy stories and websites to do this.

The new strategy also includes:

  • increasing staffing levels to better serve customers;
  • working with vendor partners to bring their products to life in a more compelling way;
  • investing in the online shopping experience, for example by expanding in-store pick-up areas for online customers and launching a ship-from-store program, making in-store inventory available to online customers across the country.

For insights into multi-channel and how it impacts the retail industry, check out the Customer Experience Exchange for Retail. The exchange is an invitation-only forum, which brings together 60 C-level & VPs/Directors of Customer Experience, Marketing, eCommerce and Retail from Fortune 500 retailers. It takes place in London from 6 - 8 July 2015.
Posted: 03/29/2015