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Best Buy is the largest consumer electronics retailer in the United States with 2018 sales of more than $42 billion. The company competes aggressively on price with rivals such as Costco Wholesale, Sam’s Club, Wal-Mart, and Target, but is also known by consumers for its first-rate customer service. Best Buy customers have commented that the retailer’s sales staff is exceptionally knowledgeable about products and can direct the customer to the exact location of difficult to find items.
Best Buy customers also appreciate that demonstration models of PC monitors, digital media players, and other electronics are fully powered and ready for in-store use. Best Buy’s Geek Squad tech support and installation services are additional customer service features valued by many customers.
How would you characterize Best Buy’s competitive strategy? Should it be classified as a low-cost provider strategy? A differentiation strategy? A best-cost strategy? Explain your answer.