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Parity in Customer Experience

Status: Acknowledged
by on ‎01-29-2014 01:17 AM - last edited on ‎01-30-2014 12:50 PM by Senior Social Media Specialist Senior Social Media Specialist

Having been a BB customer for over 15 years I have seen the good, the bad and the ugly. The past few years I have seen this company survive in a market that is becoming increasingly competetive with companies that are more diversified and can take a short term loss to dominate the market. Still, my need for instant gratification draws me to the stores so that I can see and touch the product. This has resulted in more impulse purchases than I care to admit to.

 

When I walk into a store I can depend on a consistent customer experience. Always a little variance, but that's to be expected. Shopping online is the same, consistently good with some minor hiccups here and there.

 

In my latest experience with the call centers it was painfully obvious that they don't all subscribe to the guiding principles outlined in the Corporate Responsibility & Sustainability Report.

 

  • Call back system only works if someone picks up the phone when I am reconnected. I was greeted with a message then nothing but silence until I finally hung up 3 minutes later. Next time I will be more inclined to wait on hold although it isnt my preference.
  • 5 transfers total and only one person in Mission Control (Tyler #{removed per forum guidelines}) understood what I was asking for, set my expectations about what he was going to do, then called my local BB to help me find an answer.
  • My issue requires for me to go to my local BB tomorrow, but why couldn't the first person tell me this without an hour and seven minutes of hold, transfers and redials?
  • Each contact meant that I had to repeate my issue while they patiently listened then told me that I was not talking to the right department but they knew where I needed to go.
  • I felt like each department was a different company. It wasnt even different shades of blue, it felt more like completely different hues.
  • 4 of the five contacts had a very poor audio connection. Kind of expect better from BB since I go to you for my tele and audio needs.

 

There's no need in posting empty threats of never going back to BB or boycotting the company. I still want my instant gratification. But what you lose out on is an advocate to support brick and mortar stores in an area that is enamered with Amazon.

 

My ideas are:

 

  • Take a good look at the investments you are making in your call centers. Are the dollars saved really worth it? What is the cost of lost loyalty? Are the hiring profiles for these agents the right ones? Are they capable of make me feel like a valued customer, or am I just another metric in a call center pivot table?
  • Expect each and every agent to embrace your sustainability mission on each and every call
  • Create parity in the vision of a good customer experience at the store, online, in the call center and in your corporate offices.

 

I am not providing these ideas because I want kudos or achievements. I am not interested in anyone contacting me to apologize for my past few expereinces or offer me discounts to make up for them. Amazon's strategy on predictive shipments and their network of distribution warehouses is what BB has to compete with over the next few years. Dont let your weakest link be a constant detractor for future business. If your competetive edge is to offer the best customer experience in the market and have leaders that deliver extraordinary resutls, then you have to make sure that the channels customer choose to contact you during the "make or break" part of their experience is in line with what other channels of your company.

 

HA! Only two beers in and I managed to ramble on this long. PM me if you want to hear more.

 

-Fourty

 

 

Status: Acknowledged
Thanks for the thoughtful and detailed idea, and I can promise you we are already working towards what you are asking of us. We truly do appreciate your continued patronage.
Comments
by
on ‎01-29-2014 10:22 AM
Completely agree I can`t understand how CS can be so overlooked whe it`s the MOST discussed aspect of business besides price. In fact, top notch CS can overcome price b/c a person`s time is money. If they know things go quickly at BB good/bad then that`ll be the key. I live in Philly PA but when I visit NC, GA & other southern states you see/feel the differences in the way you`re treated. In stores + resturants they make you feel important/special & like it`s a pleasure for you to be there.
by Senior Social Media Specialist Senior Social Media Specialist
on ‎01-30-2014 12:41 PM
Status changed to: Acknowledged
Thanks for the thoughtful and detailed idea, and I can promise you we are already working towards what you are asking of us. We truly do appreciate your continued patronage.
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