Best Buy Case Study

1148 Words Oct 15th, 2009 5 Pages
Best Buy Case Study
Jeffrey Casale
Best Buy Case Study
Introduction
Best Buy is the world’s largest consumer electronic retailer with over $40 billion in revenue, 1,300 stores and 150,000 employees at the end of 2008 with a US market share of 21% (1). Best Buy’s humble beginnings go back to 1966 in Saint Paul Minnesota where a small audio specialty store named The Sound of Music was opened. Over the course of the last 43 years the world of consumer electronics have changed tremendously, but the one thing that has been successful in the growth of the company is Best Buys approach to meeting the consumer’s needs.
The Journey to Customer-centricity In June 2002 Brad Anderson, an employee of the company since 1973, became
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The Results The results from the first 32 Best Buy lab stores had a quarterly sales gain of seven percentage points higher compared to other U.S. Best Buy stores (3). As important to any financial impact was the impact on customer service and employee satisfaction. For customers having the store layout modeled to your shopping behaviors will improve their buying experience and will be apt to return. Employee satisfaction is on the rise and turnover rates are on the decline as another benefit to customer centricity. As part of the program employees are taught to focus on the specific customer rather than the product categories. According to Mike Keskey, president of U.S. Best Buy Stores” Becoming a customer –centric organization requires that we take full advantage of the talent and creativity of every Best Buy employee working in our stores across the country. Our employees are energized because they have both the responsibility and the accountability to make decisions and drive innovation on their

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