Best Buy: Customer Centricity

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Best Buy is an innovative and growing Fortune 100 company that sells consumer electronics, home-office products, entertainment software, appliances and related services through more than 1,150 retail stores across the United States, throughout Canada and in China. Its multichannel operations include: Best Buy, Future Shop, Geek Squad, Pacific Sales Kitchen and Bath Centers, Magnolia Audio Video and Jiangsu Five Star Appliance Co.

Best Buy wanted to achieve even higher performance through its Customer Centricity strategy. So it called on long-term partner Accenture for support in developing new capabilities and improving effectiveness.

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Even with an enviable track record that includes a 16 percent share of the US consumer electronics market and a doubling of its revenues since 2000, Best Buy wanted to achieve even higher performance through its Customer Centricity strategy. So it called on long-term partner Accenture for support in developing new capabilities and improving effectiveness.

Accenture partnered with Best Buy and—in the first year together—reduced the retailer's server requirements by 39 percent, in addition to building out new supply chain and analytical capabilities. Accenture also partnered with Best Buy to manage the company's HR call center, which currently answers more than 80 percent of employees' inquiries during the first call, 24 hours a day.

Accenture's continued research into the key traits of high-performance businesses has determined that leaders of highly successful organizations do not base their goals only on what they know they can achieve. They fuel their achievements with aspirations that others often call impossible, which is precisely what Best Buy has accomplished.

By choosing Accenture, Best Buy can focus on what it does best—supporting the company's new customer-centric approach.

"Customer centricity is an extraordinarily complex capability that will allow us to provide our customers with superior experiences, now and in the future. It requires that we take full advantage of the talent and creativity of every Best Buy employee working in our stores across the country."—Bradbury H. Anderson, CEO, Best Buy Co.