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New business focus -- Best Buy "Best Friend"

Status: Tell Us More
by mikesitzer on ‎01-17-2014 10:35 AM

It's no secret that BB is competing with the entire planet via the internet on sale price, so perhaps BB should leverage it's brick and mortar advantage through it's Geek Squad services.

 

Position Geek Squad as the only source for service and advice - hardware, software, internet, phones, etc. Offer check ups, servicing, transfer of files, email setups -- any and all services the technically-challenged consumer will need at loss-leader prices to change the consumer's behavior and thinking about BB.

 

Expanded in-store presence, free help lines (phone and web) -- become the recognized expert and "Best Friend", there whenever a problem arises... and also there whenever the need for a new computer, phone, camera, software, game, mobile service, etc. is needed. Plain and simple ADDED VALUE.

 

Don't limit the give-away pricing support to only products purchased at BB. If "promoted" properly, that next consumer's purchase and al future purchases will be from BB.

 

Think of BB's Geek Squad as the Butterball "Turkey Hotline" for all electronics.

 

Test, test, test.

 

 

Status: Tell Us More
I'm not sure if giving away free services is a great idea, but I do like the idea to differentiate us from our competitors by expanding the Geek Squad. Would anyone else like to see this as a reality? Remember to vote for an idea if you like it.
Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎01-17-2014 12:40 PM
Status changed to: Tell Us More
I'm not sure if giving away free services is a great idea, but I do like the idea to differentiate us from our competitors by expanding the Geek Squad. Would anyone else like to see this as a reality? Remember to vote for an idea if you like it.
by mikesitzer
on ‎01-17-2014 04:31 PM

Maybe you do need to give phone/online support for free in exchange for the free positive publicity and to build consumer reliance and long-term sales growth... think big picture/marketing plan and test market. 

by Valued Contributor
on ‎01-19-2014 10:59 PM

I can see where Allan's concern could come in at I do think with some tweaking this could be a decent idea though. 

by
on ‎01-20-2014 01:29 PM
Call it "MyBest Friend", promote it as upgrade your purchases using "MyBest Friend". For a nonminal fee of course. A simple $10-$50 fee based on the product & a upgrade/accessory coupon packet designed to get residual sales. Get em in the door & offer em more. If the item is purchased at BB & a person gets a warranty promote it as purchases at BB come with a "BestFriend".
by mikesitzer
on ‎01-20-2014 02:31 PM

The IDEAx is not to increase incremental sales/profits through selling POS insurance that most often is a scare tactic or seen as a ripoff, but more importantly to reposition the perception of BB as THE SOURCE for all things technical and electronic. BB's current business model appears not to be sustainable, so some kind of radical changes are needed.

 

So, invite free instore, online or phone technical help-desk-like support (within limits) and if the consumer needs immediate more complicated support, offer it at a very reasonable cost. If the consumer needs to make a new purchase to recify the problem discussed, then transfer the consumer to a sales person to close the deal.

 

Additionally, BB could consider transfering some problems to the manufacturer's website or call center, if one is available. Perhaps use BBs buying power to negotiate better help-desk support or partner on co-branded support lines/centers.

by tmrendo
on ‎01-28-2014 12:21 PM

This would work, and work very well, but some basic free services would probably be necessary (espeically at first) and certain policies would have to change. Geek Squad currently doesn't have a great reputation amongst a lot of people, largely because it seems to serve as a means for Best Buy to push expensive versions of software (with plenty of free alternatives available out there) on unkownedgable customers. 

 

I honestly don't get why a TV calibration isn't included with any HD TV purchase over $500 for example. Target can't offer that. Walmart can't offer that, Amazon certainly can't offer that. Plus, once Geek Squad comes in and does a great job of that the customer is a lot more likely to come back to them. Lots of potential here. 

by mikesitzer
on ‎01-28-2014 02:03 PM

tmrendo -- you get it!

 

Details aside, it's the added value and perception of expertise -- to build a consumer's trust and eventually their reliance on BB. Picture a great auto dealership service department that cause their service customers to want to buy new cars only from that dealer -- because they feel safer in their risky purchase. They know their service department will take care of them.

 

Half the population don't really know a thing about technology and are getting advice from someone else, why not BB?

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