• What factors affected thebehaviors of Best Buy’s customers? What examples of the five-stagemodel of consumer decision-making suggested by Kotler and Keller(2012) can you find in the case?
  • What were the response ofconsumers and competitors to Best Buy’s angel and devilclassifications and its customer-centricity approach?
  • If you worked for a Best Buycompetitor, would you suggest this marketing approach for yourorganization?