Best Buy (Before It’s Too Late)

Big losses alter course for big box retailer.

Are the days of big-box retailing coming to an end? Best Buy fears they might be.

Best Buy is moving to reverse their thus-far unprofitable year (they’ve reported a loss of nearly $2 billion in the quarter ending March 3) by shuttering 50 stores between now and the end of 2013.

But they’re not stopping there. Best Buy has studied the dynamics of their loss and concluded that the ways consumers buy electronics have irrevocably shifted. The big-box model, which is in large part how Best Buy has always done business, just isn’t working anymore. Online retailers offer a wider range of big-ticket items (plasma TVs, computers, game consoles) at prices with which the brick-and-mortar sellers — especially ones with big-box rent to pay — simply can’t compete.

So what do you do when your business model crumbles before your eyes? You can give up, of course. Or you can innovate. You can — pardon the pun — think outside the box.

Best Buy is trying a two-pronged approach. Think of them as dueling experiments. First, they’re inaugurating so-called “Connected Stores,” a sort of big-box lite, averaging about 20% smaller in terms square footage and designed with an emphasis on customer service and speedy shopping. Second, they’ll be opening a chain of much smaller outlets concentrating almost exclusively on mobile products. In both cases, and with the surviving big-boxes, they’ll be beefing up loyalty programs and offering free shipping wherever applicable.

Their solutions are yet unproven. Best Buy might yet go the way of Circuit City (remember them?) but they’ll not go down without a fight. They’re fighting the best way a business can: with innovation. Hats off to that.

The C4:

1. In Q4 2011 (which ended March 3, 2012), Best Buy suffered losses of $1.7 billion, or $4.89 per share.
2. In response, the company is moving to close 50 stores, eliminate an additional 400 corporate jobs and cut around $800 million in costs before the end of 2013.
3. They’re also trying to shake up their business model, by testing alternatives to their traditional big-box approach, and with an increased emphasis on customer service.
4. Win or lose, and with all respect to those about to lose their jobs, Best Buy deserves respect for trying to innovate their way back to success.