Sometimes it’s the quiet ones who end up doing the most damage. I always thought of Larry Downes, the co-author of the mega-selling Unleashing the Killer App, as an unusually gentle and wise soul. But this was before Downes unleashed his all-too-critical powers on Best Buy, transforming himself from a cerebral author into a bomb throwing critic of America’s leading consumer electronics retailer. In Why Best Buy is Going out of Business…Gradually, a brilliant article he published at Forbes last month, Downes finally told the truth about the terrible customer service at Best Buy. And the article went viral, of course, amassing close to 3 million page views and even forcing Best Buy CEO, Brian Dunn, to issue a response.
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