How the Big Boys Chase Innovation

Another example of Best Buy's commitment to innovation and serving its customers is a service that it's created to save/replace software stored on phones (e.g., phone numbers, text messages, pictures, videos), which consumers most often complained about when their phones were broken.

To tap into employees’ knowledge, Best Buy has launched Twelp Force, a service where employees offer tech advice to consumers on Twitter. Blur the lines between customer service and marketing, said Mosiniak. Best Buy does this with tips and tricks’ videos on its website. For example, an employee may post a video on how to use all the capabilities of a smartphone.