
In the late 1990’s and into the early part of this century, computers didn’t work well. They had software issues, hardware issues, customer knowledge problems and long hold lines if you could even figure out where to call. Manufacturers and the software companies blamed one another for the mess … but at the end of the day, frustrated consumers turned to the retailers where they bought their computers for help.
This problem landed in my lap when I worked at Best Buy in 1998. Best Buy was developing a strategy around personal computers.The project was handed to me, in a manner of speaking, with a note attached that said, “fix this.” As I delved into it I began to sense an opportunity that few others saw, and I had the itch to pursue it.
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