Best Buy is winning with a simple idea: do what's best for the customer. (Best Buy is a client of BD'M.) It's amazing how such a simple idea can be so successful. Conversely, it's equally amazing how few companies show the ability to grasp this idea.
Yesterday's article in the Wall Street Journal featured a side-by-side comparison of shopping for a TV at Sears, Circuit City and Best Buy. The article's concluding thought underscores the power of Best Buy's strategy: "We left Best Buy feeling confident we'd end up with the right television."
Best Buy is not alone in viewing service as a competitive advantage. The folks at Starbucks, Enterprise, FedEx, WaMu, Southwest and Ace Hardware win using the same simple formula.
Treat the customer well and they will come back. What a concept.