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Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
Customer Insights Brought to Life
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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.

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

Published in: Business, Technology
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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)
  • Transcript

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

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