During a moment of crisis, Best Buy moved fast by turning a pilot program into a nationwide solution almost overnight.
Join hosts
Chuck Moxley and
Nick Paladino as they talk with
Robert Neer and
Brent Van Wieringen, former Best Buy product leaders who orchestrated one of retail's most impressive digital transformations.
With experience leading consumer-facing digital experiences and customer journey optimization, Robert and Brent share how they scaled curbside pickup from 25% of stores to chain-wide in just 72 hours, plus insights from studying competitors' failed attempts during the same period.
Key Actionable Takeaways:
- Create urgency through customer outcomes, not arbitrary deadlines - Focus teams on solving customer problems rather than hitting dates to avoid artificial chaos and shortcuts
- Expose your entire team to customer pain points - Put engineers, designers, and product managers directly in front of struggling customers to build genuine mission-driven motivation
- Measure success beyond conversion rates - Track lifetime value and downstream impact of customer engagement activities, not just immediate transactions
Want more tips and strategies about creating frictionless customer experiences? Subscribe to our newsletter!
https://www.thefrictionlessexperience.com/frictionless/ Download the Black Friday/Cyber Monday eBook:
http://bluetriangle.com/ebook-
Goods Company Website:
goodscompany.io Robert's LinkedIn:
https://www.linkedin.com/in/robertneer/ Brent's LinkedIn:
https://www.linkedin.com/in/brentvanw/ Chuck's LinkedIn:
https://www.linkedin.com/in/chuckmoxley/ Nick's LinkedIn:
https://www.linkedin.com/in/npaladino/Chapters:
(00:00) Introduction
(01:45) Pre-pandemic curbside pickup foundation
(04:00) 72-hour chain-wide rollout during COVID
(08:00) Physical and digital coordination challenges
(11:00) Breaking down organizational silos
(12:45) Enduring lessons from pandemic transformation
(18:35) Creating urgency without chaos
(24:55) Building mission-driven teams today
(27:55) Product management philosophy and myths
(30:50) AI's role in product development
(35:50) Common misconceptions about frictionless experiences
(37:50) Conclusion
