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Opinion: Best Buy's new plan ignores customer experience

July 23, 2008

Blogger and Forrester researcher Bruce Temkin discusses Best Buy's new five-point plan for growth, and finds a glaring omission: None of the five initiatives focus on the customer experience in any meaningful way.

"If Best Buy does not see customer experience as one of the core components of its growth, then it will under-invest in this critical area," he writes.

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