Ask any consumer about his or her best buying experience, and you’ll hear it did not simply involve a product purchase, but an entire brand encounter. This is the case whether we are purchasing televisions or golf shoes.
So a recent story about Best Buy’s efforts to improve the store experience by informing and educating its staff captured my immediate interest. The effort, headed by Shawn Score, Best Buy’s senior vice president of U.S. retail, is both grass....