Steve Wallin is vice president of the Consumer Insight Unit (CIU) at Best Buy, a multinational retailer of technology and entertainment products and services. In this position, Steve utilizes consumer research, brand insights, customer experience feedback, data analytics and competitive intelligence to build strategies aimed at creating great customer experiences and improving business results. Best Buy’s CIU deploys a unique operational model that maximizes the ability to turn insights into action.
Wallin originally joined Best Buy in 2005 as director of Geek Squad Services. In his role, he created and launched a unique employee facing training and technical support capability that allowed Geek Squad to handle technical escalations, learn from the issues it was solving and deploy proactive solutions to eliminate future issues. This included software “toolkits”, remote programming, technical design capabilities, and remote project management offerings. In 2010, he became senior director of Consumer Insights, where he led development and launched Best Buy’s first formal VOC (Voice Of Customer) department and created Voice Of the Customer through the Employee (VOCE) program. VOCE is a unique “always on” approach to gathering employee insights to help guide business decisions and allows corporate/store leaders to engage employees on a variety of business topics.