Customer Insights Brought to Life

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Customer Insights Brought to Life: By Neil McPhail, Senior Vice President & General Manager, New Business Customer Solutions Group, Best Buy Co., Inc.

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  • You choose, do a little or do a lot, we’re there every step of the way
  • Home Smart mock-up room targeted completion prior to Energy Summit (end of August)
  • Customer Insights Brought to Life

    1. 1. Neil McPhail, SVP GM<br />New Business CSG<br />Best Buy Co., Inc.<br />Customer InsightsBrought to Life<br />1<br />
    2. 2. Help Me Answer My Questions<br />Where do I start, who do I turn to<br />What gets me going and gives me the best bang for my buck<br />Help sorting through possible actions that are right for them based on their home and way they live<br />Help me understand trade-offs<br />Break it apart, what can be done in phases as they are ready<br />
    3. 3. Help Me Take The Next Step<br />Consumers don’t know what they don’t know, but are open to learning<br />Turning to Google for information on energy best practices<br />Limited mindshare given to sorting through various options<br />Would appreciate “someone” making it easier for me to know what to do<br />
    4. 4. Help Me Feel Good About What I’m Doing<br />Encourage me and reward me beyond my bill<br />Make it real and tangible to keep me motivated<br />Help me see how it is benefitting me (not you)<br />Balance waste less, save money and my lifestyle<br />
    5. 5. The Home Energy Department<br /><ul><li>Vision: Best Buy will help you understand, control and reduce your energy consumption while maximizing your lifestyle
    6. 6. Primary Target Customer: Life Maximizer & Home Safeguarder
    7. 7. Customer Value Proposition: </li></ul>Education<br />Assortment<br />Try & Buy<br />Let Us Integrate the Technology in your home<br />Deliver Value to Utility Partners<br /><ul><li>Department Includes:
    8. 8. Broad assortment (DIY, DIWM, DIFM), store experience labor models
    9. 9. Unique services include Self-assessment, Home Energy Surveys/Audits and HEM device installation</li></li></ul><li>Home Energy In-store Department<br />6<br />Home Assurance Vignette<br />Home Energy Efficiency Vignette<br />Home Control Vignette<br />Smash Wall<br />
    10. 10. Home Energy Platform: Home Smart<br /><ul><li>3 Locations
    11. 11. Chicago:
    12. 12. Houston:
    13. 13. San Francisco:
    14. 14. Products – home energy management, home control and home assurance & Services
    15. 15. 3 Demo Vignettes
    16. 16. Home Assurance, Home Energy Efficiency, and Home Control
    17. 17. Consultation Bar messaging and content on Services
    18. 18. Audits
    19. 19. Installation
    20. 20. Incentives/rebates
    21. 21. Partnerships</li></li></ul><li>Geek Squad Home Energy Auditors/Surveyors<br />

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