Best Buy must try to match prices with online competitors like Amazon, even with the overhead costs (which they are constantly trying to reduce). I do hope they succeed; for all I have had some awful customer service experiences there, I think we're all better off with Best Buy as a bricks-and-mortar competitor to Amazon, et al.
(h/t +Les Jenkins)
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Best Buy To Price-Match Online Competitors – The Consumerist
Best Buy has already said that it intends on dropping its prices on BestBuy.com to better compete against Amazon and other online retailers, but now comes word that the electronics chain plans on actu…
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IMO they should go the opposite direction. I'll pay a premium to talk to real humans that know about the products they sell. Best Buy is already suffering in that department, and cutting costs like this is likely to make it worse. The "Geek Squad" is already a complete joke.
I've rarely had a good experience with the Geek Squad, so I'm not a good person to discuss that approach.
That said, I agree — the biggest values that BB can give to customers are (a) immediate gratification by buying the item right on the spot, (b) the immediacy of being able to pick up and hold the item (which showcasing short-circuits), and (c) the personal and advisory touch which the sales folks can provide (which doesn't forestall showcasing, but makes it more difficult by establishing an emotional attachment).
The (c) item is what you mention, and I fully agree. But it's not enough. Too many people will buy based on price. If BB can compete at least to a closer degree with Amazon on price, it can at least survive. But I agree that to thrive, it needs to emphasize the advantages, for (roughly) the same price, of a real personal involvement and advice.
I just bought a grandchild a laptop at Best Buy. Going there was against my better judgment, because I had two unhappy experiences previously, and indeed, had written to their corporate offices about it. However, I had a surprisingly pleasant experience this time. I was greeted immediately, helped with finding the proper item, and given information about software! I wasn’t interested in the Geek Squad thing, but felt no pressure to buy into it after saying “No.” Had a sales associate been this pleasant and helpful before, I would have purchased a DVD player and a new television there, instead of shopping elsewhere because I couldn’t find anyone to wait on me. So…right now…I give Best Buy a cautious thumbs up.