Top 3 Rules for Quality Consumer Experiences.Posted: August 1, 2009
I had to get some work done on my car not too long ago at the BMW dealership on McNeil Road (in North Austin). This was my second visit and the first time I ended up getting a loaner (see below).
Here are some pictures from the waiting area…
All in all not a bad way to spend the morning, and look all better…
Coming back to the title of this post, the retailer qualities I value most as a consumer in need of service boils down to three things:
- Atmosphere. How I feel when I walk through a retailers doors;
- Ease of experience. Come in with need A, talk to Rep. B, problem solved with C (loaner car, new iPhone, etc); and
- Retailer treatment. I like smiling, friendly (but not too friendly) staff, and staff able to read when I want their help or when I’m just making up my mind (this is an art).
I’m certainly not reinventing the wheel here but it’s amazing that some retailers still don’t get it. Add the both Austin Apple Stores to my favorite consumer experience locations as well.