Why Best Buy’s CEO thinks the appointment-only shopping strategy works


Selling to customers in stores by appointment only. Offering virtual tech support. And serving frustrated, sometimes hostile, customers.

That’s the new reality for Best Buy as it sells computer monitors, refrigerators and more during the coronavirus pandemic. The store has always been a place to touch and see the latest gadgets and electronics with its hands-on displays. But the company had to rethink that model as customers and employees worried about getting sick. 

The big-box retailer’s shares are down more than 4% after it reported Thursday that its first-quarter earnings and revenue fell compared to a year ago, but its

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