Bob Willett, Chief Executive of Best Buy’s international operations is quoted in Sunday’s Observer discussing Best Buy’s (possible) entry into the UK electronics retail market:
“I understand the level of scepticism, and that’s healthy, but [Currys parent] DSG is the wrong comparison,” says Willett. “This is a mature market – but that’s an advantage because, John Lewis aside, no one provides customer service. We think we will grow the market.”
For techies this might be exciting because perhaps we’ll see a major competitor to PC World in retail parks. What made me take note though was Bob Willett singling out John Lewis for superior customer service. Generally, the evidence (not just ours) points to John Lewis getting it right more than others, but it gives a sense of satisfaction to hear a CEO saying the same thing we do each time we summarise our UK Customer Care study: Any organisation that can deliver effective customer care will [clean up]. John Lewis is proof of that.
[...] use their talents in their work roles. It quoted the US electronics retail chain, Best Buy (now linked with the Carphone Warehouse in the UK) that has linked improved employee engagement to increased profits. It reckons that [...]