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Tuesday, December 31, 2013

What Makes a Best Buy a Great Customer Experience?

Written by  Duane Bailey

My high school-aged son recently sold me on the idea of upgrading the OEM factory stereo system  in my Jeep Wrangler. It was time, he reasoned, for a more technologically advanced in-vehicle entertainment system.

So we went over to the local Best Buy to learn more about our options.  We quickly learned there were many choices available to us: Bluetooth and iPod/iPhone compatibility, CD player, Sirius XM radio, as well as larger and more powerful speakers for the overhead sound bar.  We spoke to the store’s Geek Squad technicians, who Best Buy subcontracts to provide in-store mobile electronics installation for their customers.  We left that day with a mountain of information to consider and a decision to simply think it over.

Two weeks later, at my son’s prompting, we returned to the store.  While we still had not made a decision on which components we would purchase, we started with the installation team to inquire about their availability. When they said they could do it that afternoon, we knew it was time to decide. Sensing our consternation over which components to buy, Rafil (who would be our installation technician) brought us into the store and helped us choose the right ones for our Jeep. As it turned out, Rafil was a previous Jeep owner and had performed similar work on his and other Jeeps. We could tell this guy loved working on Jeeps!

His advice was invaluable. His prior experience with Jeeps and his role as a technical expert helped us to perceive him as someone who cared more about setting us up with something that rocked and less about making a sale. The installation was flawless and his post-installation follow-up helped to familiarize us with the operation of our new in-vehicle entertainment system.

In short, our customer experience with Best Buy was amazing! What made it so was trust – our trust in Rafil’s expertise and integrity, our trust in the quality of Best Buy’s products and services, and our trust in Best Buy's brand reputation for customer satisfaction.

Trust…it’s the stuff of great customer experiences. What is your brand doing to earn your customers' trust?

Duane Bailey

Duane Bailey

Duane Bailey is a regular contributor to The Chief Storyteller® online conversation. He has helped organizations of all sizes drive growth in revenues and market share through the development and delivery of key business messages that resonate with target audiences. He holds an MBA in International Business and a BS in Marketing. He brings 28 years of experience in marketing communications and high technology sales.

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