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Best Buy Case Study Analysis

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Submitted By amberkeita
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Best Buy Co., Inc.
Sustainable Customer Centricity Model
Case Study Analysis
Amber Keita
ADMIN404
November 16, 2013

Table of Contents Executive Summary 3 Introduction and Company Overview 4 Mandate 4 Core Purpose 4 Vision & Major Goals 5 Core Values & Guiding Principles 5 Stakeholder Analysis 6 External Analysis 7 Opportunities 7 Economies of Scale 7 Complementors 7 Global Expansion 8 Threats 8 The Internet 8 Big Competition 9 Government Regulation 9 Internal Analysis 10 Strengths 10 No Commission Sales 10 Customer Centricity Model 10 Broad Market Coverage 11 Multiple Product Lines 11 Weaknesses 12 High Debt – Low Cash 12 Pricing Pressures 12 Legal Issues 13 Short Product Life Cycles 13 References 14 Exhibits 15

Executive Summary
Best Buy Co., Inc. is a leading retailer of consumer electronics in the U.S. and Canada with nearly 4,000 stores worldwide. Among the extensive range of products marketed, are mobile phones, televisions, gaming systems, appliances and computers, along with all of their components and accessories. The company pursues a differentiation strategy based on excellent customer service, no commission, highly informed sales staff, and a plethora of end-to-end services. Best Buy was started in 1966, and has acquired seven companies in the path of its growth, all of which either provide a complementary service and/or additional products for its customers.
The external analysis identifies several opportunities including economies of scale, complementors, and global expansion. The threats recognized are the growth of the Internet in terms of consumers shopping online for products, the realities of their big competitors, and developments in government regulation regarding extending credit to consumers.
Internal analysis demonstrates there are several strengths in favor of the

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