Analysis of Customer Service Problem of Best Buy

Like any successful business, Best Buy has to be on the cutting edge to succeed in today’s market. They do this by exploring what technologies and services other companies display all around the world. Best Buy also pays attention to the changing of times, realizing what’s dated and what is on the cutting edge.

Best Buy is one of the best electronic retailers in the North America and the leading name in the electronics industry. Best Buy has more than 4000 stores within U.S., Mexico, Canada, Turkey and China (Hoffman, 2010). Best Buy practices differentiation strategy by using customer centricity model that provides end-to-end service. Best Buy was first established in 1966. They changed their name from “Sound of Music” to the “Best Buy” in 1983. Globally, Best Buy has made great business by increased market share and acquisitions of companies. They acquired companies like Geek Squad, Magnolia Audio Video, Pacific Sales and most recently The Future shop.

Best Buy is a multinational retailer of consumer electronics, computing and mobile phone products, entertainment products, appliances, and related services. The company operates retail stores and call centers and conducts online retail operations under a variety of brand names such as Best Buy, Best Buy Mobile, The Carphone Warehouse, Five Star, Future Shop, Geek Squad, Magnolia Audio Video, Pacific Sales, and The Phone House (Bestbuy.com, 4). The domestic segment consists of all operations within the United States, while the international segment includes all operations in Canada, Europe, Mexico, and China. The Best Buy 's success is contingent on the market 's demand for electronics. The company 's strategy is to provide good customer service combined with lower prices (news.cnet.com). Best Buy 's success is directly related to economic conditions, the cost of goods, and other things like fuel prices. The company 's strategy depends upon the ability to offer customers a broad selection of name-brand products; therefore, leading its success to depend upon satisfactory supplier relationships (Bestbuy.com, 8). Best Buy, as it is included in the retail segment, is a seasonal store. Their stronger quarter is the fourth quarter, which they can contribute to the holiday season for their success.

Best Buy Co. Inc. a public company is known to be the largest electronic retailer in the United States of America. This may attribute to the fact that it commands a market share if 19% these results in estimated electronic sales in the United States, 19% of these items are sold by Best Buy Incorporated. This company is a large company with about 2,800 stores in other countries outside the Unite States. These countries include: Canada, Mexico, China and Turkey. To add on to this, it has a number of subsidiaries namely the Geek Squad, Pacific Sales, Future Shop and Magnolia Audio Videos.

In this industry Economies of scale reaches at global level while Best Buy fulfill customers demand on National level as per culture and choice of countrymen. As this industry becomes very grooming industry that’s why level of competition not only increased but also it reaches at

This report analyzes the concerns that Best Buy will face, and addresses them from a behavioural and legal perspective. In order to maximize the benefits and limit the risk, our analysis indicates that Best Buy should wind down Future Shop operations and maintain it as an inactive company.

These essays that talk about Wal-Mart and how the company is ran are, “The Case for Wal-Mart”, and also “Down and Out in Discount America”, both of these essays have their own points of view on how Wal-Mart operates as a company and how it treats the employees and customers. One essay feels that Wal-Mart is a good thing for the economy while the other feels that it is a bad thing.

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

Best Buy’s mission statement is “our formula is simple: we’re a growth company focused on better solving the unmet needs of our customers – and we rely on our employees to solve those puzzles” (bestbuy.com). The company has an objective to to provide the best technological products and service solutions to customers throughout its markets. Best also has as an objective to provide expert services to customers at prices that are described as unbeatable. The objectives also include the company having sustainable growth and earnings. The company marketing the products that is based on an operating model that is considered as customer centricity achieves the sustained growth and earnings. Best Buy uses a strategy that focuses on helping customers to be able to realize what they needed to stay connected with technology and the products that are desired. The company also spends time monitoring the needs of its customers, which

Recently I have noticed more consumer complaints from poor service, more specially, service mistakes and customer mistreatment. When a mistake occurs, we do not handle customers in a courteous manner. In addition, we play favorites with customers and some of them are not getting the attention they require. To

The main body of the literature review commences with a quick history of consumerism and customer satisfaction and the effects of proper implementation. Various secondary sources examine survey and questionnaire reliability, deciphering such information, along with the

Best Buy had a history of being able to adapt to the changing markets and their ability to do so contributed to their success (i.e. the vastly expanded product line, evolution to superstores, expansion, acquisition, converting from commission to salaried sales force.). The perception that customers were focusing less on the technical aspect of products and redirecting their attention to service and support, led to Anderson’s custom-centricity initiative. This transition and the rollout of 144 new “centricity” Best Buy stores was being blamed for the company missing third quarter earnings in 2005, resulting in a 12% decline in stock value and a loss of nearly $2B in market capitalization. Did Anderson perform the proper strategic market planning analysis before selecting and implementing the centricity initiative?

The current strategic plan implemented by Best Buy to focus on customer services and in-store experiences, enhances technical services, and customization of product availability to demographic location have given Best Buy the competitive advantage over its competitor. The strategic plan had carried Best Buy through tough economic times and achieved profitability. For Best Buy to maintain growth and expand product selection such as home good items, it is recommended that Best Buy uses the proven strategic principles to apply to these new market segment. Best Buy should adjust the strategy as necessary if the outcome does not meet

In this essay, Wal-Mart was chosen to be the case to analysis. Firstly, some basic concepts will be mentioned, including

It makes sense for Best Buy to worry more about Wal-Mart, which is getting more involved in electronics retailing, and less about Circuit City. The competitors are a diverse lot today, and for them to continue to grow they're going to have to get much better at everything they do and define themselves in clear ways. Best Buy's plan is to revamp its stores according to the types of customers they serve. A strategy previously mentioned, customer centricity, focuses on targeting five prototypical customers, all of whom have been given names: "Jill," a busy suburban mom; "Buzz," a focused, active younger male; "Ray," a family man who likes his technology practical; "BB4B" (short for Best Buy for Business), a small professional employer; and "Barry," an affluent professional male who's likely to drop tens of thousands of dollars on a home theater system. Their most current focus is on a "Jill" based store, the soccer mom who has money to spend but typically hasn't a clue of where or how to find products in the store. According to the data Best Buy has collected, Jill shops a few times a year, usually twice at an electronics store, but she usually spends a significant amount.