Business Case Studies, Positioning, Repositioning, Reverse Positioning strategies Case Study, Best Buy's 'Customer Centricity' Model: The Segmented Stores

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Case Title:

Best Buy's 'Customer Centricity' Model: The Segmented Stores

Publication Year : 2005

Authors: Muthu Kumar, Sumit Kumar Chaudhuri

Industry: Retailing


Case Code: POS0030

Teaching Note: Not Available

Structured Assignment: Not Available

Buy This Case Study

Minneapolis-based Best Buy is a leading consumer electronics retailer in the US and Canada. Since its inception in 1966, Best Buy has grown through customer orientation by developing many concept stores. However, due to competition from specialty retailers and discount retailers in the US, Best Buy's market share started eroding. To fend off competition, in 2004, Best Buy developed a new customer centric segmented stores model in selected markets, which were designed to target specific consumer segments like women and urban youth.

Pedagogical Objectives:

  • To highlight the growth strategies of Best Buy
  • To discuss the 'customer centricity' model of Best Buy as a tool to sustain its future growth.

Keywords : Best Buy; Customer centricity model; Growth strategies; The segmented stores; Customer focus; Concept stores; Super store format; Speciality retailers; Corporate Strategies Case Study; Discount retailers; Competition; Acquisitions; Competitive advantage; Customer orientation; Brad Anderson; Service innovation


  • Best Buy: Inception and Growth through Customer Orientation
  • The Latest Rollout: The Segmented Stores

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