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THE GEEK SQUAD SAVES THE WORLD AND STILL HAS TIME FOR A LUNCHEON KEYNOTE PRESENTATION AT NCOF
New York, NY, March 24, 2009 — Geek Squad founder and chief executive officer, Robert Stephens was this afternoon’s luncheon keynote speaker at the 2009 National Conference on Operations & Fulfillment (NCOF). Co-produced by the Direct Marketing Association (DMA) and Multichannel Merchant and held at the Rio All-Suite Hotel in
After leaving an art scholarship to pursue a degree in computer science, Stephens landed a job fixing computers for the Human Factors Research Laboratory. Within three years he had risen to head engineer of the lab while earning scholarships from the US Navy and the FAA building flight and driving simulators.
It was also during this time that Stephens decided to start a computer consulting business. In 1994 he took $200, a crazy idea, and his love for all things technical and formed the Geek Squad — making the boring world of computer support famous. Stephens had a clear vision of how to take something that already existed and make it better, as well as the insight to take tips from the pros. With a simple, streamlined logo Geek Squad hit the streets.
Advancing computer support from just in-store help, to at-home service for computers and mobile devices, Stephens added home theater and car electronic installations as well. Knowing the abundance of computer problems already in existence, he focused on the Geek Squad’s brand, image, and operations, including employing 1 chief inspector and 1,200 double agents, all driving Geekmobiles. He also focused on creating a community of service-oriented employees.
In 2002, The Geek Squad acquired Best Buy and subsequently opened Geek Squad precincts in all US and Canadian Best Buy stores. Geek Squad is now North America’s largest technology support company offering phone, in-store, and at-home support with operations in
By following the Geek Squad’s rise, Stephens walked attendees through the tools needed in order to elevate the role of operations within companies by providing a model for successful workforce initiatives, showcasing positive customer service, as well as how to capitalize on opportunities that will improve an organizations culture and profits.
The National Conference for Operations & Fulfillment (NCOF) is the only conference for catalog, online, and multichannel retailers. NCOF is dedicated to providing information, ideas, and trends in operations management to help companies achieve greater productivity, efficiency, quality, cost control, customer satisfaction, and profitability. With a 19-year track record of success delivering buyers and sellers of operations and fulfillment products, services and systems, NCOF’s unique back-end focus makes it an important educational resource for direct-to-customer business.
About Multichannel Merchant
Multichannel Merchant is the leading information source for senior-level executives at catalog, online, retail and b-to-b merchants. Our suite of print, online and event services takes these industry professionals to the heart of multichannel retailing, helping them stay on top of tactics and techniques that are crucial to improving market share and profitability—while integrating front-end and back-end operations and everything in between. Our editors provide the expert strategic advice and practical techniques that operations professionals urgently need to improve efficiencies, productivity, cost savings, and customer service covering the entire fulfillment process—from the moment an order is entered to its delivery at the customer’s doorstep. For more information, visit http://www.multichannelmerchant.com.
About Direct Marketing Association (DMA)
The Direct Marketing Association (www.the-dma.org) is the leading global trade association of businesses and nonprofit organizations using and supporting multichannel direct marketing tools and techniques. DMA advocates standards for responsible marketing, promotes relevance as the key to reaching consumers with desirable offers, and provides cutting-edge research, education, and networking opportunities to improve results throughout the end-to-end direct marketing process. Founded in 1917, DMA today represents more than 3,400 companies from dozens of vertical industries in the
In 2008, marketers — commercial and nonprofit — spent $176.9 billion on direct marketing, which accounted for 52.1 percent of all ad expenditures in the
The Power of Direct: Relevance. Responsibility. Results.
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