Opportunity: Take it down a notch
For Best Buy ( BBY), we'd suggest some addition by subtraction. We fully understand the benefit of up-selling, of having employees guide shoppers to add-ons, Geek Squad services and higher-price items. But the hovering one faces while shopping at Best Buy makes the experience almost unbearable at times. Go in to grab a quick DVD and you'll have to run a gantlet of "may I help you," blue shirts and pitches for satellite TV or Blu-ray. Just take things down a notch, we'd suggest. We understand the plight of bricks-and-mortar retailers in an online age, but irritating customers may be enough to drive away all but the "showrooming" shoppers looking for some hands-on time with an item they plan to buy online. -- Written by Joe Mont in Boston. >To contact the writer of this article, click here: Joe Mont. >To follow the writer on Twitter, go to http://twitter.com/josephmont. >To submit a news tip, email: firstname.lastname@example.org.
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