Angels and Devils: Best Buy’s New Customer Approach (A) Harvard Case Solution & Analysis

Best Buy’s customer approach’s objective was to eliminate the negativity among its customers, and this was reported by the Wall Street journal in November 2004. This initiative, customer centricity, was directed by Best Buy's CEO Brad Anderson, was based on an analysis of the purchase histories of several customer groups.

The central notion was to revamp shops based on the most rewarding types of customers they served--the "angels" among the business's customers. Supports an assessment of Best Buy's strategy and, more generally, of the challenges and opportunities in handling customers for gains.

PUBLICATION DATE: September 23, 2005 PRODUCT #: 506007-HCB-ENG

This is just an excerpt. This case is about SALES & MARKETING

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Angels and Devils: Best Buy’s New Customer Approach (A)

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