E-Commerce Times Talkback
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The consumer electronics marketplace is changing. Will this year be better or worse, stronger or weaker? So far, the reports of holiday technology shopping sound pretty strong this year, with a few bumps in the road. One big bump comes from Best Buy, which delivered some disturbing news. While the rest of the market seems to be strengthening, Best Buy is having problems. Why? Is it a Best Buy problem or an industry problem? And what can the company do?
I agree with you that the marketplace is changing. I was a manager at Circuit City before they committed suicide by stopping local inventory mix control and high caliber trained associates. When they dropped back to central management a "one size fits all" approach, things began to slip. Then you go to minimum wage and fire all of your top people not on commission.... sound familiar? That is exactly what is happening with Best Buy. The personnel are young kids who couldn't care less if you buy or are satisfied or not. I bought a laptop there...an expensive one. It went on sale 23 days later for $100 less. The policy was 3 weeks for price match - even to themselves! You can do better at WalMart now. Return and price match policy is broader. The electronics stores today have no inventory edge or service or expertise edge over the big box chains.