• •Best Buy shifted its business model by focusing on in-store tech support and expert consulting services.
• •The strategy proved effective by offering value Amazon could not provide through a web interface, such as hands-on hardware troubleshooting.
• •The long-term sustainability of this high-touch retail model remains a subject of debate as e-commerce efficiency continues to scale.

Best Buy managed to reverse its decline against Amazon by transitioning from a commodity electronics retailer to a service-based advisory firm. According to Inc. magazine, the company leveraged its physical footprint to provide personalized tech support, a move that differentiated it from pure e-commerce platforms. Despite this success, analysts note that the high labor costs associated with a service-heavy model remain a structural friction point. The transformation highlights how traditional retailers might survive by emphasizing human expertise over price competition alone.