>"I'd be hard pressed to blame the CEO for the all of the ills that plague"... That's exactly what the CEO's job is and that's why they get paid so much money.

>"I'd be hard pressed to blame the CEO for the all of the ills that plague"... That's exactly what the CEO's job is and that's why they get paid so much money. It's their responsibility to look out for everything that happens in their company. As other comments have stated, change happens from the top down. Now, I don't know the specifics around Best Buys problems or how the CEO could have fixed it, but that doesn't mean that its not his job to figure it out. I recently purchased some things at an Apple store and it couldn't have been easier. I never saw a cash register, in fact never moved from where I was. I said that I would like to buy a MacBook Pro and they brought one out to me, I swiped my card, signed my name (on an iPhone), and walked out of the store. The last time I purchased something at Best Buy it was much more complex, took longer, and I had to run all over the store. I think there is some innovation left in the brick and mortar model but it's not going to be easy and they are running out of time. Most of my purchases are completed on the Internet now and I don't see Best Buy (or any other retailer) giving me any reason to change that.