Case ID: 506055
Solution ID: 2672

Best Buy Co Inc Customer Centricity Case Solution

Case Solution

With FY2005 sales of $27.3 billion, Richfield, Minn.-based Best Buy Co., Inc. was the key store of electronic devices, home-office items, and related services in The United States. Its procedures incorporated the distinct store formats Best Buy, Future Shop in Canada, and Magnolia Av in addition to company Geek Squad. For that eight years prior to 2004, Best Buy had reported double-digit revenue growth each year and barely skipped earnings. But on December 13, 2005, Best Buy skipped its third-quarter earnings per share (arriving at $.28, not $.30). The business's stock cost fell nearly 12% on that day, a loss of revenue of $2 billion in market cap. Poor people outcome was credited towards the aggressive roll out of 144 new "centricity" stores--refurbished retail formats having a customer-centric operating model made to offer specific "value propositions" to a couple of distinct customer segments. The brand new format would be a departure from Best Buy's winning formula and needed changes in interactions between parts from the Best Buy organization, together with a new group of segment leaders.

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