When Best Buy, a leading U.S. retailer of consumer electronics, filed for bankruptcy protection in 2012 most people said, “We saw it coming… no one can compete with Amazon.”But then Best Buy surprised the market and made a comeback. Like an increasing number of retailers who have been written off by analysts and media as casualties of e-commerce, Best Buy refocused, right-sized – and rebounded.By June 2019, Best Buy’s share price had risen 335% from those dark days in 2012.Best Buy brought in a new CEO, Hubert Joly, who helped the retailer identify what they could offer that e-commerce could not. They also took a hard look at their internal operations.What they found were broken internal systems, a lack of engagement with employees, and no clear value proposition for customers.From the Inside OutMr. Joly started Best Buy’s turnaround with a hands-on look at the company’s internal systems. He found that Best Buy’s inventory database often provided inaccurate information about what was in stock. Warehouse and shipping systems were also to be updated.Best Buy focused on process improvement initiatives and creating a new culture in IT that switched from waterfall delivery to an Agile/Scrum approach.At the same time, the company cut billions of dollars in costs so that it could compete with Amazon.Beyond systems, the company became great at creating the right team culture.“Have Fun while Being the Best” became one of Best Buy’s key company values. Posters saying 'We are all here because of our customers’ were placed in offices and hallways to remind employees of the connection between their work and the end customer.Turning ‘Showrooming’ into an AssetBest Buy tackled ‘showrooming’ by offering to match Amazon’s prices and provide free shipping. In other words, whatever Amazon offered Best Buy matched – but with the added advantage of consumers being able to go to a Best Buy store, if they wanted the product immediately, or wanted more information before making a purchase or if they needed after sales support such as repairs and training.It’s the Service that SellsBest Buy’s Geek Squad is on hand to answer questions and offer advice – very useful for most customers who are not electrical engineers or IT professionals.It’s now added ‘in-home advisors’ who will go to a customer’s home and advise on entertainment systems, TV, and audio set ups.“Geek Squad saved Best Buy. To be able to walk in to a store and say 'my computer is broken, fix it' is a huge dealmaker,” one customer told Inside Fashion.