In November 2004, the Wall Street Journal reported that the consumer electronics retailer Best Buy new sales approach to the “devil” was to avoid its customers. The “customer focus” initiative, which was led by Best Buy CEO Brad Anderson, was based on an analysis of customer groups purchasing multiple stories. The central idea was to stores after the most lucrative types of customers they served renew – the “angels” among the company’s customers. Promotes an assessment … Read more »

In November 2004, the Wall Street Journal reported that the consumer electronics retailer Best Buy new sales approach to the “devil” was to avoid its customers. The “customer focus” initiative, which was led by Best Buy CEO Brad Anderson, was based on an analysis of customer groups purchasing multiple stories. The central idea was to stores after the most lucrative types of customers they served renew – the “angels” among the company’s customers. Specifies an assessment of Best Buy strategy and, more generally, of the challenges and opportunities in dealing with customers for profits.
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from
Anita Elberse,
John T. Gourville,
The Narayandas
Source: Harvard Business School
5 pages.
Publication Date: Sep 23, in 2005. Prod #: 506007-PDF-ENG
Angels and Devils: Best Buy’s New Customer Approach (A) HBR case solution