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.