Yes, I had a bad experience at Best Buy
It’s true. I’m proud and unabashed about trumpeting our customer service successes and I’m always happy to call out helpful Blueshirt employees by name (via Twitter) when they live up to the promises of the Best Buy brand. But, if I hope to have any credibility at all, I have to be willing to talk about less-than-stellar experiences, don’t I?
Before we dive into the details of my experience heavy on the lousy, I am going to say that the vast majority of interactions I have at Best Buy are overwhelmingly positive, and make me feel good about the company for which I toil.
Far more often than not, the Best Buy person I encounter on the sales floor takes the time necessary to answer my questions and help me find the product(s) I’m looking for (one went so far as to go out back and pull a CD off the delivery truck before it was unloaded; another consulted the store product map to find an obscure cord I wanted that was “21 feet from the aisle”), to make sure I’m fully and completely satisfied with my shopping experience.
(I should point out that I never tell store employees that I’m a Best Buy employee – until it comes time to claim my discount – so there is no “favoritism” of any kind. I am a regular Joe looking for something cool).
But for every rule, there is an exception.
Twelpforce
Best Buy has launched a Twitter help (“twelp” -- get it?) initiative called Twelpforce to give customers a way to ask questions about products and receive instant, or near instantaneous, response from the company’s customer-facing employees, be they blue shirts, Geek Squaders, customer service call center reps or even corporate headquarters types like yours truly.
Read on …
Getting the best of Best Buy
Interesting blog post on Getting the best of Best Buy. The concept is simple: You’re in a Best Buy store. Use your cellphone to order products at the lower online price, wait 20 minutes or so and pick them up in store.
Best Buy named No. 2 retail brand – but …
News just in from Brandweek.com: Best Buy has been named first runner-up in Interbrand Design Forum’s first ever survey of the top 50 retail brands. Brandweek’s twist focuses ever-so-slightly more on Walmart’s ascension to the top spot, but this blog has chosen not to acknowledge that tiny, unimportant detail.
This all leads me to my latest head scratcher:
Read on …
Oh happy day!
Short These Dogs! Best Buy gets a positive customer service writeup for once. Check it out.
Layoffs they’re a comin’
Originally published on Dec. 22, 2008 at www.timpconnelly.wordpress.com
Best Buy is taking a beating from this recession and layoffs – er, sorry, I mean “headcount reductions” – are necessary to keep the ship afloat long enough to take advantage of what promises to be a much improved marketplace position on the other side of the downturn.
So here we go. HR and finance people will do the math around employees who opted for the sweetened buyout package (25 percent enhancement on a temporarily more robust regular severance package), intentions for which must be declared by Jan. 5. Then they’ll see what (i.e. who and how many) needs to be cut to reach the overall savings objective.
Read on …
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