Best Buy Case Study

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April 15, 2012 Marketing Principles Instructor Zayicek M02 Best Buy Case Study Introduction: Best Buy is a specialty retailer of consumer electronics in the United States, accounting for 19% of the market. It also operates in Puerto Rico, Mexico, Canada, and China. Best Buy sells consumer electronics[->0] as well as a wide variety of related merchandise such as computers[->1], software[->2], video games[->3], music[->4], DVDs[->5], Blu-ray[->6] discs, mobile phones[->7], digital camera[->8], car stereos[->9] and video cameras[->10], as well as home appliances[->11] (washing machines[->12], dryers[->13], and refrigerators[->14]), in a non-commissioned[->15] sales environment. Each store also includes installation of car audio and video equipment, on-site installation services, as well as a Geek Squad[->16] "precinct" for computer repair and warranty service and accidental service plans. Summary: For some businesses customer loyalty is the ultimate quest; loyal customers who wouldn’t dream of getting their goods and services from anywhere else. Loyal customers provide businesses with a steady revenue stream. In an effort to boost profits and stay ahead in a tumultuous consumer-electronics market place, Best Buy developed a customer centric approach. By taking a look at the enterprise from the outside in and viewing the shopping experience through the customers’ eyes; Best Buy tries to understand what problems customer’s face in their everyday lives and then aids in providing advantageous solutions. This endeavor has helped Best Buy grow from a small specialty audio retailer to the world’s most largest consumer electronics retailer. Advantages: Best Buy has identified five initial customer segments: the affluent professional who demands the latest technology and best service; the active, young male consumer who wants technology and

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