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
Fiona Swerdlow, VP, Research Director
Fiona Swerdlow VP, Research Director
With contributors:
Rick Parrish , Meagan Maguire , Taylor Hansen

Summary

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.