I remember when... I was doing some research for my next laptop. I pride myself for being a careful buyer, therefore I always do my research on the web, however, I rather my experience being more hands on, and what better place than Amazon's show case; Best Buy. I am ashamed to say that it's sad but true, I know a lot of people that will go to department stores, interact with the gadgets they are looking for and just end up leaving because the item is slightly cheaper online. They have no sense of belonging, no pride for supporting or representing a brand. Take it or leave it, that's just an opinion.
The minute I entered the store I was welcomed promptly and gladly. The girl directed me in the right direction without hesitation and I was introduced to a Blue shirt employee.
The gentleman was quite knowledgeable; from experience I knew that one of the companies promises is "Unbiased and impartial advice on the latest and the greatest" and he showed cased it no problem!
I told him: "I needed an i7, with a 2GB dedicated Graphics card, 1TB Hard Drive, 8 GB RAM, back-lid keyboard, with a numeric pad, and has be light weight and thin enough for me to travel easily with it, also touchscreen would be nice but is not necessary, I'm not brand particular, and it can be either Mac or PC".
I would be lying if I say that I wasn't shocked when he knew exactly what I was looking for! The associate was very polite, answered every single question (absurd or not) that I had, and helped me break it down from five possible choices, to three, to one ACER that was absolutely EVERYTHING I was looking for with every single detail included; definitely the Best Buy.
“For us, we’re willing to lose that sale, that transaction in the short
term. We’re focused on building the lifelong loyalty and relationship
with the customer.” (Armstrong & Kotler (2011) Page 4)
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