U.S. consumer electronics retailer Best Buy has sharply pivoted its business model during the COVID-19 pandemic, focusing on contactless means to satisfy consumer demand.
To do so, the company announced its shift to curbside pick-up and drop-off for online orders, as well as the offer of free home delivery. While the retailer temporarily cancelled all contact-requiring services like installations or repairs for such goods as washing machines or larger kitchen appliances, it is now providing virtual consults to assist customers with their needs. Virtual in-home sessions let customers schedule a time, then connect with an advisor who will decide whether to meet over video or phone conference.
Best Buy is one of the retailers PSFK identified recently as a particularly strong case of a legacy company that has swiftly pivoted amidst the disruption of the COVID-19 pandemic, maintaining as many of its operations as possible by innovating its distribution strategy. For the full list of inspiring examples across verticals and points along the customer journey, click here.