Best Buy leverages its network of 20,000 Geek Squad agents, increases touchpoints with customers

Business Strategy and Outlook

Best Buy is taking adequate steps to shore up its competitive position in an intensely competitive consumer electronics space. As the industry emerges from the shadow of the coronavirus (and steps into the quagmire of elevated inflation and softening consumer spending), it has become clear that how people shop has permanently changed–with customers demanding seamless omnichannel access to favourite brands, quick fulfilment across channels, and tech solutions to more problems than ever before. As a result, Best Buy’s strategic positioning continues to resonate, with the firm leveraging its physical footprint for fulfilment and post-sale services, emphasizing its differentiated service offering, and experimenting with newer store formats, as the “one size fits all” retail model across trade areas appears antiquated. With more than one third of sales coming through digital channels in calendar 2021, the firm’s recent supply chain and e-commerce investments ($2.7 billion over the last five years, some 74% of total capital expenditures) look prescient. Next-day delivery now covers 99% of U.S. zip codes (up from 80% from pre-pandemic), allowing the firm to compete on more level ground against e-commerce competitors, like wide-moat Amazon–as buy-online-pick-up-in-store, or BOPIS) volumes, at 40% of Best Buy’s e-commerce sales, remain more challenging for online-only stores to replicate.

Further, there can be a positive view of the firm’s Totaltech program, with more than 4.5 million members receiving unlimited home tech support, VIP access to phone and chat teams, free delivery and standard installation, members-only pricing, and free extended warranties on Best Buy purchases. Through the program, Best Buy leverages its network of 20,000 Geek Squad agents, increases touchpoints with customers, and positions itself better to earn the first shot at servicing customer category needs. Finally, Best Buy Health remains intriguing, with lower price elasticity and auspicious tailwinds from an insurer pay model. However, competition in the space remains rife, as a number of larger firms with healthcare aspirations (Google, Amazon, Apple) have invested in the space.

Financial Strength

Best Buy’s financial strength is sound, with the firm maintaining a modest net debt position and an investment-grade credit rating. With leverage well under 1 turn (0.3 debt/EBITDA at fiscal 2022 year-end), strong EBIT interest coverage (122 times), and no meaningful maturities until 2028, A very little financial risk for the firm may be in the near to medium term. Access to a $1.25 billion credit facility adds a further degree of insulation. Consistent with historical patterns, Best Buy is to prioritize growth capital expenditures, strategic acquisitions, dividends, and share repurchases with its free cash flow to sales (averaging 3.9% of sales annually over the next five years). Best Buy pays an attractive dividend, with the forecast calling for meaningful expansion through 2032, calling for a low-40% payout ratio. Share repurchases are to average a low-single-digit percentage of shares outstanding through 2032, with the model calling for total shareholder returns of $9. billion through fiscal 2027

Bulls Say’s

With digital sales volumes projected to equilibrate at roughly double pre-COVID-19 levels, Best Buy should better compete for online volumes that it historically ceded to online competitors.
Improving route densities should strengthen the margin profile of small parcel e-commerce sales, with 35% of store “hubs” now accounting for 70% of shipfrom-store volume.
The Best Buy Totaltech program should increase touchpoints with the firm’s best customers, increasing spending and frequency relative to pre-program behaviour.

Company Profile

With $51.8 billion in fiscal 2022 sales, Best Buy is the largest pure-play consumer electronics retailer in the U.S., with roughly 10.6% share of the aggregate market and north of 40% share of offline sales, CTA industry, and Euromonitor data. The firm generates the bulk of its sales in-store, with mobile phones and tablets, computers, and appliances representing its three largest categories. Recent investments in e-commerce fulfilment, accelerated by the COVID-19 pandemic, have seen the U.S. e-commerce channel roughly double from pre pandemic levels, with management estimating that it will represent a mid-30% proportion of sales moving forward.

(Source: MorningStar)

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