Connected World Geek Squad Services Geek Squad Black Tie
Protection Content, Services, & Protection
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Drew Bowers Strategy Manager Territory 6
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Connected World + Geek Squad Services + Black Tie Protection =
Entertainment What were talking about today: Make customers aware
of the possibilities Music I want to enjoy my music no matter where
I am or what I am doing Movies I love movies and want to bring that
theater feeling to my home Games We play games with family and
friends and want to make sure that we have everything we need to
get started right away. Geek Squad Black Tie Protection &
Services Differentiating Best Buy from our competitors
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The Current View of Services = Services today + +
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The Future of Services What if Services were viewed as: And
Emerging Services related to: Home Automation Health and Wellness
Transportation
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Enjoyment: The Customer Need Enjoyment for adults: Becoming
less stressed, more relaxed More confident and secure Enjoyment for
youth: Connection with friends Happiness is clearly a synonym for
enjoyment for both adults and youth
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Enjoyment: The Customer Need Products play various roles in the
transitions to Enjoyment Matching the right need states with the
right products in their right roles will be essential to
communicating the superiority of Best Buy stores as the source of
these transformational tools The roles and purposes of the various
products in creating enjoyment remains similar between adults and
youths
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Todays purchase process leaves consumers dreams unfulfilled The
Device / Subscription Purchase Process Device Purchase Plan
Purchase Activation & Maintenance Dream The Experience Gap
Consumers buy digital products but then fail to get the additional
products, content, or services that bring them to life. Sell
Digital Experiences Forrester
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With Geek Squad, BBY can truly offer end to end support The
Device / Subscription Purchase Process Activation & Maintenance
(via Agents) Dream Hand Off + Device Purchase (via department) Plan
Purchase (via connection center) +
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Services Redefined Rethinking Services from a Connected World
perspective
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Best Buy Strategic Priorities Grow through local share gains
Enable a connected world for consumers Grow internationallyIncrease
efficiency & effectiveness
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Connected World Internet Product Content But Im most excited
about the massive growth opportunity that our strategy and
priorities can help us achieve namely, bringing The Connected World
to customers across the globe. Brian J. Dunn We know that human
beings everywhere want to connect to the unique content, networks
and people they care about, whenever and wherever they want.
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A Potential View of Services for BBYs Connected World The
Connected World Basic Services Delivery Setup Haul away Repair
Advanced Services Customer Install Technical Support Optimization
Express Repair Digital Services Music Movies Magazines Cloud
Computing Connection Services Voice Video Data Utility Monitoring
Health Mgmt Financial Services Enablement of all services inclusive
of a product lifecycle Areas of Promise Other growth ideas to take
services to the next level
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I want to enjoy my music no matter where I am or what I am
doing.
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Enjoyment = Experience + Protect + Integrate + Content Solving
for Common Customer Needs: EPIC Solutions Experience: A product
that helps bring the customers wish to life Protect: Offer ways to
keep the whole solution working great for your customer Integrate
Helping the customer find ways to connect the experience they came
in looking for into their home, their office, their car, their life
Content All the fun stuff that goes into or on the device. This is
what makes the experience come alive
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Experience, Protect, Integrate, & Content Enjoyment =
Customer Experience + Protection + Integration + Content Customer
Purchasing an iPod touch Integrate Content Protect Experience HDMI
Cable Harmony Remote Black Tie Protection Protective Case Speaker
Dock Installation in Car Napster (yes it works with iTunes
iTunes
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EPIC Solutions Skill Practice Exercise Partner with the person
next to you & spend 5 minutes filling out the blanks Customer
is purchasing a Sony e-Reader Experience: _______________________
Protect: _______________________ Integrate: _______________________
Content: _______________________ Identify the Competition; why
should the customer come to Best Buy?
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I love movies and want to bring that theater feeling to my
home.
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What is possible when you add the internet to your Home
Theater? Instant Video Streamed music Information Personal
Content
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What is possible when you add the internet? Blu-ray Players
Blu-ray Titles Cables GSBTP
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What is possible when you add the internet? Blu-ray Players w/
Embedded Services Blu-ray Titles Cables GSBTP Service POSA Cards
Home Theater Networking & Geek Squad New Opportunities
Customers sign up at: www.cinemanow.com/bestbuy
www.netflix.com/bestbuy
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How can customers get connected? Ethernet Cable USB Wireless
Adapter Wireless Peer to PeerPowerline Adapter
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Experience, Protect, Integrate, & Content Enjoyment =
Customer Experience + Protect + Integrate + Content Customer
Purchasing an Blu-ray Player Integrate Content Protect Experience
HDMI Cable Harmony Remote Black Tie Protection Geek Squad Service
Network Install Powerline Adapter CinemaNow Netflix Blu-ray
Movies
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EPIC Solutions Skill Practice Exercise Partner with the person
next to you & spend 5 minutes filling out the blanks Customer
is purchasing Sony Playstation 3 Experience:
_______________________ Protect: _______________________ Integrate:
_______________________ Content: _______________________ Identify
the Competition; why should the customer come to Best Buy?
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We play games with family and friends and want to make sure
that we have everything we need to get started right away.
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What is possible when you add the internet to your Gaming
System? Instant Video Streamed music Information Personal
Content
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What is possible when you add the internet? Xbox 360 Games
Extra Controller Cables Wireless adapter GSBTP
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What is possible when you add the internet? Xbox 360 Games
Extra Controller Cables Wireless adapter GSBTP Networking Solutions
Service POSA Cards Geek Squad Services New Opportunities
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Experience, Protect, Integrate, & Content Enjoyment =
Customer Experience + Protect + Integrate + Content Customer
Purchasing an Xbox 360 Elite Integrate Content Protect Experience
HDMI Cable Wireless Controller(s) Black Tie Protection Geek Squad
Service Network Install Wireless Adapter Xbox Live Netflix
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EPIC Solutions Skill Practice Exercise Partner with the person
next to you & spend 5 minutes filling out the blanks Customer
is purchasing a Nintendo DSi Experience: _______________________
Protect: _______________________ Integrate: _______________________
Content: _______________________ Identify the Competition; why
should the customer come to Best Buy?
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Our Commitment Dont send customers home to figure it out on
their own: Discuss with your customer the Experience theyd like to
have, how they would like to Protect their investment, how it all
Integrates and connects, what Content they currently use and desire
to use. This will help you: Build Trust Create Loyal Customers
Avoid Returns Increase NOP Differentiate your store from the
competition
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Wrap Up We cannot merchandise our way to success Good
merchandising helps customers find what they already know they want
faster A customer that comes in without clarity/understanding or
knowing what they want merchandising does nothing for them How you
sell with the merchandising that you have is what will
differentiate you Relationship building Product knowledge
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Take Aways Identify the Connected Products in your store that
customers want to know more about, the Services that would benefit
them to make the experience come alive in their stores, and what
will help them protect their investment the best: Identify provided
displays & end caps that will help you Innovate to meet your
local needs Use the tools that are available to you: Go to the Wiki
site and learn what is possible, contact your RFT, and view the
Store Demonstration Network video Brush up on Networking (partner
with your PC team, look on Learning Lounge, etc.) Go to GS Black
Tie Protection One Stop Shop Skill Practice Exercises Go back and
identify connected products in your store Practice, inspect,
coach