Comments on: Tech Retail: Joy for Some, Coal for Others http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/ Trusted Insights and Conversations on the Next Wave of Technology Thu, 26 Nov 2009 02:03:27 +0000 http://wordpress.com/ hourly 1 By: Hurry Up and Bounce - GigaOM http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-840683 Hurry Up and Bounce - GigaOM Wed, 09 Jan 2008 20:38:27 +0000 http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-840683 <p>[...] tech retail, a mixed bag in 2007, is so far notably less mixed in 2008. Even some of last year’s better performers are [...]</p> [...] tech retail, a mixed bag in 2007, is so far notably less mixed in 2008. Even some of last year’s better performers are [...]

]]> By: yosef http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-804289 yosef Wed, 26 Dec 2007 14:56:30 +0000 http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-804289 <p>best buy is also a shopping experience. Tons of plasmas video games, music, etc.. Another company that really gets it is whole foods</p> best buy is also a shopping experience. Tons of plasmas video games, music, etc.. Another company that really gets it is whole foods

]]> By: Jeff C http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-803663 Jeff C Wed, 26 Dec 2007 11:20:07 +0000 http://gigaom.com/2007/12/26/tech-retail-joy-for-some-coal-for-others/#comment-803663 <p>The quickest way for a consumer to abandon a retail shop is due to poor customer service. What I term the Complete Consumer Experience - everything that happens between the moment you walk in the door til you walk out - is completely awful in most cases. Businesses rarely 'complete the sale'. Sure, they might've just sold you a product, but did they sell you on reasons why you should return and do business again? And again?</p> <p>It's likely the experience of the Circuit City customers noted in the WSJ was replicated over and over across the country. The polar opposite occurs in Apple stores. I can't imagine anyone leaving an Apple store with a ho-hum attitude toward Apple. The store may be crowded, but half the people are Apple employees, doing their darndest to help people discover amazing products.</p> <p>You're right, you must give people a reason to come. Apple does this well. Best Buy's taking a hit right now due to news about its use of secret in-store websites that reflect higher prices than you'd find at BestBuy.com. Gizmodo's article here: http://gizmodo.com/337429/best-buy-still-using-secret-in+store-website-with-higher-pricing</p> The quickest way for a consumer to abandon a retail shop is due to poor customer service. What I term the Complete Consumer Experience – everything that happens between the moment you walk in the door til you walk out – is completely awful in most cases. Businesses rarely ‘complete the sale’. Sure, they might’ve just sold you a product, but did they sell you on reasons why you should return and do business again? And again?

It’s likely the experience of the Circuit City customers noted in the WSJ was replicated over and over across the country. The polar opposite occurs in Apple stores. I can’t imagine anyone leaving an Apple store with a ho-hum attitude toward Apple. The store may be crowded, but half the people are Apple employees, doing their darndest to help people discover amazing products.

You’re right, you must give people a reason to come. Apple does this well. Best Buy’s taking a hit right now due to news about its use of secret in-store websites that reflect higher prices than you’d find at BestBuy.com. Gizmodo’s article here: http://gizmodo.com/337429/best-buy-still-using-secret-in+store-website-with-higher-pricing

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