Friday, September 19, 2008
insights about the importance of customer experience -- it's part of the product or service and it can lead to word of mouth -- both extremely negative (as for version 1) or extremely positive (as for version 2) of Best Buy's pick up in store program.
By: Glenn Gabe, Director of Search Strategy, MRM Worldwide
I'm a nice guy. Really, I'm not kidding… I don't want to complain about companies, products or services. Actually, I love coming across a product or service that I like and that I believe in. And, I'm the type of person to tell everyone I know. I'm definitely a word of mouth marketing machine for the products and companies I like. It's just in my blood. So, when I tried Best Buy In Store Pickup in 2006 (on a tight deadline), and the service bombed on me, you could imagine my frustration. It wasn't a pleasant experience, it wasted my time, and as a result, I let the world know about it on my blog. As I stated in 2006, great concept, poor execution. But again, I'm a nice guy. I believe in second chances, and this is a post about the second chance I gave Best Buy this past weekend. My hope was that Best Buy fixed the flawed In Store Pickup system that wasted my time in 2006 and pushed me to write about my negative experience. Let's start at the beginning with a brief description of what frustrated me in 2006.