The most worrisome trend in big-box retail was “showrooming” — customers were testing new products in stores before buying them for less money online from another retailer. To combat showrooming and persuade customers to complete their purchases at Best Buy, Hubert Joly, Best Buy’s chief executive, announced a price-matching guarantee.
Mr. Joly also realized that if Best Buy was going to compete with
Amazon, which has spent billions building a speedy delivery system and
plans to use drones to become even more efficient, it needed to get
better at things that robots can’t do well — namely, customer service.. . . more