Best Buy Co., Inc.: Sustainable Customer Centricity Model?

Best Buy Co., Inc.: Sustainable Customer Centricity Model?

  • Case
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Abstract

Best Buy is the largest consumer electronics retailer in the US, accounting for 19% of the market. Globally, it operates around 4,000 stores in the US, Canada, Mexico, China, and Turkey. Its subsidiaries include Geek Squad, Magnolia Audio Video, Pacific Sales, and Future Shop.

Best Buy distinguishes itself from competitors by deploying a differentiation strategy rather than a low price strategy. In order to become a service-oriented firm, it changed the compensation structure for sales associates and applied a customer-centric operating model to provide end-to-end services. It also heavily invested in the training of sales professionals so they can better understand products and better assist customers. As a result, the company is widely recognized for its superior service.

Best Buy still faces competition, however, from large brick ...

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