Slide 1

Slide 2

Connected World Geek Squad Services Geek Squad Black Tie Protection Content, Services, & Protection

Slide 3

Drew Bowers Strategy Manager Territory 6

Slide 4

Connected World + Geek Squad Services + Black Tie Protection = Entertainment What were talking about today: Make customers aware of the possibilities Music I want to enjoy my music no matter where I am or what I am doing Movies I love movies and want to bring that theater feeling to my home Games We play games with family and friends and want to make sure that we have everything we need to get started right away. Geek Squad Black Tie Protection & Services Differentiating Best Buy from our competitors

Slide 5

The Current View of Services = Services today + +

Slide 6

The Future of Services What if Services were viewed as: And Emerging Services related to: Home Automation Health and Wellness Transportation

Slide 7

Enjoyment: The Customer Need Enjoyment for adults: Becoming less stressed, more relaxed More confident and secure Enjoyment for youth: Connection with friends Happiness is clearly a synonym for enjoyment for both adults and youth

Slide 8

Enjoyment: The Customer Need Products play various roles in the transitions to Enjoyment Matching the right need states with the right products in their right roles will be essential to communicating the superiority of Best Buy stores as the source of these transformational tools The roles and purposes of the various products in creating enjoyment remains similar between adults and youths

Slide 9

Todays purchase process leaves consumers dreams unfulfilled The Device / Subscription Purchase Process Device Purchase Plan Purchase Activation & Maintenance Dream The Experience Gap Consumers buy digital products but then fail to get the additional products, content, or services that bring them to life. Sell Digital Experiences Forrester

Slide 10

With Geek Squad, BBY can truly offer end to end support The Device / Subscription Purchase Process Activation & Maintenance (via Agents) Dream Hand Off + Device Purchase (via department) Plan Purchase (via connection center) +

Slide 11

Services Redefined Rethinking Services from a Connected World perspective

Slide 12

Best Buy Strategic Priorities Grow through local share gains Enable a connected world for consumers Grow internationallyIncrease efficiency & effectiveness

Slide 13

Connected World Internet Product Content But Im most excited about the massive growth opportunity that our strategy and priorities can help us achieve namely, bringing The Connected World to customers across the globe. Brian J. Dunn We know that human beings everywhere want to connect to the unique content, networks and people they care about, whenever and wherever they want.

Slide 14

A Potential View of Services for BBYs Connected World The Connected World Basic Services Delivery Setup Haul away Repair Advanced Services Customer Install Technical Support Optimization Express Repair Digital Services Music Movies Magazines Cloud Computing Connection Services Voice Video Data Utility Monitoring Health Mgmt Financial Services Enablement of all services inclusive of a product lifecycle Areas of Promise Other growth ideas to take services to the next level

Slide 15

I want to enjoy my music no matter where I am or what I am doing.

Slide 16

Enjoyment = Experience + Protect + Integrate + Content Solving for Common Customer Needs: EPIC Solutions Experience: A product that helps bring the customers wish to life Protect: Offer ways to keep the whole solution working great for your customer Integrate Helping the customer find ways to connect the experience they came in looking for into their home, their office, their car, their life Content All the fun stuff that goes into or on the device. This is what makes the experience come alive

Slide 17

Experience, Protect, Integrate, & Content Enjoyment = Customer Experience + Protection + Integration + Content Customer Purchasing an iPod touch Integrate Content Protect Experience HDMI Cable Harmony Remote Black Tie Protection Protective Case Speaker Dock Installation in Car Napster (yes it works with iTunes iTunes

Slide 18

EPIC Solutions Skill Practice Exercise Partner with the person next to you & spend 5 minutes filling out the blanks Customer is purchasing a Sony e-Reader Experience: _______________________ Protect: _______________________ Integrate: _______________________ Content: _______________________ Identify the Competition; why should the customer come to Best Buy?

Slide 19

I love movies and want to bring that theater feeling to my home.

Slide 20

What is possible when you add the internet to your Home Theater? Instant Video Streamed music Information Personal Content

Slide 21

What is possible when you add the internet? Blu-ray Players Blu-ray Titles Cables GSBTP

Slide 22

What is possible when you add the internet? Blu-ray Players w/ Embedded Services Blu-ray Titles Cables GSBTP Service POSA Cards Home Theater Networking & Geek Squad New Opportunities Customers sign up at: www.cinemanow.com/bestbuy www.netflix.com/bestbuy

Slide 23

How can customers get connected? Ethernet Cable USB Wireless Adapter Wireless Peer to PeerPowerline Adapter

Slide 24

Experience, Protect, Integrate, & Content Enjoyment = Customer Experience + Protect + Integrate + Content Customer Purchasing an Blu-ray Player Integrate Content Protect Experience HDMI Cable Harmony Remote Black Tie Protection Geek Squad Service Network Install Powerline Adapter CinemaNow Netflix Blu-ray Movies

Slide 25

EPIC Solutions Skill Practice Exercise Partner with the person next to you & spend 5 minutes filling out the blanks Customer is purchasing Sony Playstation 3 Experience: _______________________ Protect: _______________________ Integrate: _______________________ Content: _______________________ Identify the Competition; why should the customer come to Best Buy?

Slide 26

We play games with family and friends and want to make sure that we have everything we need to get started right away.

Slide 27

What is possible when you add the internet to your Gaming System? Instant Video Streamed music Information Personal Content

Slide 28

What is possible when you add the internet? Xbox 360 Games Extra Controller Cables Wireless adapter GSBTP

Slide 29

What is possible when you add the internet? Xbox 360 Games Extra Controller Cables Wireless adapter GSBTP Networking Solutions Service POSA Cards Geek Squad Services New Opportunities

Slide 30

Experience, Protect, Integrate, & Content Enjoyment = Customer Experience + Protect + Integrate + Content Customer Purchasing an Xbox 360 Elite Integrate Content Protect Experience HDMI Cable Wireless Controller(s) Black Tie Protection Geek Squad Service Network Install Wireless Adapter Xbox Live Netflix

Slide 31

EPIC Solutions Skill Practice Exercise Partner with the person next to you & spend 5 minutes filling out the blanks Customer is purchasing a Nintendo DSi Experience: _______________________ Protect: _______________________ Integrate: _______________________ Content: _______________________ Identify the Competition; why should the customer come to Best Buy?

Slide 32

Our Commitment Dont send customers home to figure it out on their own: Discuss with your customer the Experience theyd like to have, how they would like to Protect their investment, how it all Integrates and connects, what Content they currently use and desire to use. This will help you: Build Trust Create Loyal Customers Avoid Returns Increase NOP Differentiate your store from the competition

Slide 33

Wrap Up We cannot merchandise our way to success Good merchandising helps customers find what they already know they want faster A customer that comes in without clarity/understanding or knowing what they want merchandising does nothing for them How you sell with the merchandising that you have is what will differentiate you Relationship building Product knowledge

Slide 34

Take Aways Identify the Connected Products in your store that customers want to know more about, the Services that would benefit them to make the experience come alive in their stores, and what will help them protect their investment the best: Identify provided displays & end caps that will help you Innovate to meet your local needs Use the tools that are available to you: Go to the Wiki site and learn what is possible, contact your RFT, and view the Store Demonstration Network video Brush up on Networking (partner with your PC team, look on Learning Lounge, etc.) Go to GS Black Tie Protection One Stop Shop Skill Practice Exercises Go back and identify connected products in your store Practice, inspect, coach