Best Buy is in a tailspin, but its new CEO, Hubert Joly, has been touting a plan to revitalize the consumer electronics retailer's fortunes through an emphasis on great customer service. So why, we wondered, did it just eliminate one of its customer service contact options?
Amid all the chain-store carnage, some smaller merchants are trying to attract shoppers with new concepts, from textbook rentals to made-to-order pants. Some are online only, and others have bricks. But all are finding success and growth in a bruising environment.