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Tech

#3

Best Buy

Top Industry Player

Website Whiz

The tech retail superstore jumped up from #5 to #3 on this year’s Index. Why? Because Best Buy is a de facto leader in areas like curbside pickup and mobile, which is making the brand stand out even more through the pandemic.

Overview

Whether customers are building out their home office or home entertainment system, they can always turn to this brand for help. Its popular rewards program, which attracts and retains loyal shoppers as well as any program across the industry, treats every member like a VIP. 

Recently, Best Buy expanded its specialized services offerings to help customers navigate any project virtually. And as one of the first retailers to offer curbside pickup, the brand is well positioned to continue growing no matter what comes next, with its laser focus on customer satisfaction.

Categories

Previous Rank

5

Founded

1966

Model

Public

best buy logo

Total Score

79

Email

23

Web

31

Mobile

16

Offline

7

Other

2

Your inside look at top curbside pickup/pickup in-store experiences like Best Buy’s.

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Best Buy

Why we love Best Buy

Curbside pickup excellence

“Get it fast and free, ready in one hour,” is Best Buy’s curbside pickup moto. Once a customer places an order, they’re given a one-hour fulfillment guarantee, plus receive important information about the pickup process and real-time multichannel notifications to make sure they know the status of their order. There’s even an option to have someone else pick up the order, which is key given how many people are running errands for older, sick and at-risk loved ones.

First-class customer support

Technology can be tricky, no matter how much of a pro you may think you are after watching a YouTube video or two. Which is why Best Buy’s attention to every customer experience goes above and beyond. Through the use of live chat and knowledgeable representatives available in-store, online, and over the phone, experts can talk customers through product troubleshooting, setup, and assistance with any online account issues that may occur.

best buy customer support

Loyalty program with serious loyalty

In addition to its internal Geek Squad, Best Buy has its own squad of loyal customers, too. Through its tiered rewards program, My Best Buy, the brand keeps its tech enthusiasts engaged by adding gamification and level-ups to unlock better loyalty reward tiers.

BestBuy loyalty program example

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Total Score 79
  • Email 21
  • Web 20
  • Mobile 17
  • Offline 9
  • Web 12
07 Food52
  • Sailthru Client
  • Most Improved

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