Case Study

Case Study: Best Buy Deliberately Evolves For Greater Customer Obsession

Leadership, Strategy, And Operations Bolster “Count On Us” Focus And Growth

March 8th, 2024
With contributors:
Rick Parrish , Meagan Maguire , Taylor Hansen


Customer obsession puts the customer at the center of your leadership, strategy, and operations. However, according to Forrester’s State Of Customer Obsession Survey, 2023, just 6% of global executive decision-makers reported that their firm was at the customer-obsessed maturity level. This case study focuses on the path that Best Buy is on, and it shows retail leaders how to deliver on customer obsession through a customer-focused mentality, strong strategy, and continuous and deliberate evolution.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.