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How To Build Tools to Support Retail Employees

Robert Stephens, formerly of GeekSquad and Best Buy, explains why a DIY approach for companies creates better customer service

Robert Stephens, the founder of GeekSquad and former CTO at BestBuy, leverages his experience in big-box retail to share a vision for the customer service of the future at PSFK's Future of Retail conference in San Francisco. He says:

Retail really is just a physical search engine. When you walk in, it's about the discovery. When you walk in, they [employees] say “I don't know.” I want them to say, “I'll find out.”

Learn more about PSFK's Future of Retail report here.