Putting customer feedback to work

Customer feedback in action

Customer feedback in action

“You Spoke. We Listened.”

It’s a simple idea that helped Best Buy launch it’s latest project devoted to customers. By actively listening to customers, Best Buy’s “Blue Label” line has put customer feedback in action by incorporating recommendations into the design process of future products.

It all started with one question: “How would you describe your ideal laptop?” Through conversations with customers on community forums, Best Buy discovered customers wanted laptops with longer battery life, a thin and lightweight design, an illuminated keyboard, more optimal screen size and superior warranty support.

Now, the retail giant has released two new computers from Toshiba and HP equipped with product elements developed with ideas sourced directly from customers.

Best Buy was able to deliver the products consumers wanted by being flexible, responsive, starting conversations with customers, and paying attention to the actual needs of the people they serve.

How many companies out there are taking customer input as seriously as Best Buy has? Does your company actively involve the customer in product design?


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