Best Buy obviously hasn’t read Seth Godin’s Purple Cow. The book’s treatise is that a company’s marketing is most effective when it’s true. Actually being remarkable translates to marketing at its best.
My partner Dave recently had trouble with his iPhone. As great a gadget as the iPhone is, neither Apple nor AT&T Wireless offer insurance on the iPhone. Best Buy stepped in offering the only insurance available on the product - serviced by its Geek Squad.
Oh oh…dead cow!
After 2 years of paying $11+ per month, Dave needed service. He dropped it off at the Geek Squad - “it’ll be ready and back here by Friday.” Friday comes…and an hour of voicemail hell later…”sorry, maybe tomorrow.” Saturday…no answer at the Geek Squad all day. He left a message with the store’s customer service to please call him back. Sunday…another hour of the run around, “sorry, there are no deliveries on Saturday or Sunday. Maybe Monday?”
“I didn’t even get a call from you guys, isn’t there a message for you?” “Truth is we’re really busy, and there’s a whole pile of messages sitting on this desk. We don’t look at them. We just wait for the customer to call back.”
Okay - get the picture? Now ponder this:
Best Buy is in the electronics business. Why can’t they put your order status online for you to check? Or shipping status? Especially when the Geek Squad desk is too busy to even look at the pile of messages on their desk!
Best Buy promised a service that made them unique - but the promise turns out to be pretty empty. That’s a dead cow. That’s utter brand destruction.