In November 2004, The Wall Street Journal reported that a new approach to client consumer electronics retailer Best Buy to avoid the "devils" to their customers. "Customer focus" initiative, led by the CEO of Best Buy Brad Anderson, was based on an analysis of stories buying multiple customer groups. The central idea is to reconstruct stores in accordance with the most profitable types of clients they serve - "angels" among customers. Encourages strategic assessment Best Buy and, more generally, the challenges and opportunities in managing customer returns. "Hide
by Anita Elberse, John T. Gourville, Das Narayandas Source: Harvard Business School 5 pages. Publication Date: September 23, 2005. Prod. #: 506007-PDF-ENG
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