This week in class we finished reading Groundswell by Charlene LI and Josh Bernoff. The book described
Blue Shirt Nation, which allows for all Best Buy employees to help each other
and communicate with corporate to make appropriate policy changes when needed. The technology was created to gain customer
insight on advertising in the store, but it turned into much more.
The technology allowed for Best Buy employees to solve
problems within their store by consulting with other employees in the nation.
Also, Blue Shirt Nation permits for positive changes within the store because
corporate can understand problems existing on the sales floor. Best part, all
of these advantages happen fast because the communication is through a direct
channel.
I highly commend Best Buy for embracing this technology and
taking a risk. I think it is harder for businesses to listen to their own
employees than listening to their customers. Sometimes, employees can be the
worst critics, but they can add value to when there is accessible and honest
communication. If every company were open to listening to the little guys, I’m
sure sales would drastically improve.
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