Best Buy to raise customer focus

The approach may lead the retailer to shy away from overseas expansion in the short term, casting doubt on any remaining speculation that Best Buy could swoop on Kingfisher’s demerging electricals business.

Best Buy recently began a restructuring programme that will result in the disposal of the non-core Musicland stores.

In future, there will be greater focus on the customer and on service.

The retailer will provide consumers with easy access to technicians - either at home or via helplines - and so make the technology easier to use and more ‘fun’.

Wall Street retail analyst Dana Telsey of Bear Stearns said: ‘The company points out that it has only a 14 per cent share of the US consumer electronics market. We look at this initiative as a proclamation that the company plans to focus on its core Best Buy customers without expending time or money on acquisitions or transatlantic expansion.’

Increased customer focus is part of a four-pronged assault by Best Buy on the US market planned for next year. Telsey said this will include an attempt to speed up its reaction to new products and trends by ‘flattening’ the decision-making process.

The store group also intends to increase its selection of music titles in order to become a ‘market maker for entertainment services’.