Situation Analysis:
Since the development of technology, people have struggled with innovative and sophisticated products that appeared in the markets and promised to change their lives. Exactly this problem Robert Stephens tried to solve when he started his company –Geek Squad. The company entered into the new industry that has evolved in the past few centuries that focused on fixing difficulties that people had with innovative products and its applications.
When Stephens started his company in 1994 it was a breakthrough in the technology world. The unique services that the company provided made a difference for the entire industry and its customers. These unique services were one of the reasons that the electronics giant Best Buy purchased …show more content…
The services that the company offers is usually for problems that people encounter with new products or when they need one time service for their electronics. This problem is very hard to deal with and if Geek Squad will find a way to overcome this problem, it will hold a substantial advantage over its competitors.
Alternatives:
Alternative #1: Creating new services that are based on routine tests and visits of customers’ houses as software updates, antivirus installations and more. Pros:
• Developing long term relationships with customers
• Increasing customer integration and more personalized services
• Being the first company to provide this kind of service
• A bigger chance that future services will be purchased by customers.
Cons:
• Large human capital is required to provide this service
• Risk that employees will provide poor service or bad customer experience
• Limited services to offer
• Large capital investment in marketing these new services Alternative #2: Offering Coupons and discounts for markets that are less familiar with the service as older population or young adults. Pros:
• Creating new potential markets and customers
• Old people tend to have more problems with innovative products
• Young adults are a large part of the population that use innovative technological …show more content…
In today’s world where customer value becomes important part in the purchase decision of service or product, this service will create the strongest long term customer relationships for the company. The services will be based on arriving to customers’ houses and scanning their computers for viruses or Trojan Horses and updating their computers for the latest anti-viruses versions that will keep their computers and personal information safe.
These services will benefit the company by creating personal relationships with customers and will guarantee future purchases of the same type of services from the company. However, there will be challenges in promoting these new kinds of services. This type of new service will require massive marketing and customers will have to be convinced that there are threats on their computers that they are not able to defend it themselves. The employees that will perform these types of routine checkups will be experienced employees with a good customer satisfaction record. For the first short period of time only those employees will perform the new services and after gaining experience the company will learn through customer surveys the level of satisfaction and future suggestions for the new services. The expected increase in sales and profit will cover the big investment in promoting this
Since the development of technology, people have struggled with innovative and sophisticated products that appeared in the markets and promised to change their lives. Exactly this problem Robert Stephens tried to solve when he started his company –Geek Squad. The company entered into the new industry that has evolved in the past few centuries that focused on fixing difficulties that people had with innovative products and its applications.
When Stephens started his company in 1994 it was a breakthrough in the technology world. The unique services that the company provided made a difference for the entire industry and its customers. These unique services were one of the reasons that the electronics giant Best Buy purchased …show more content…
The services that the company offers is usually for problems that people encounter with new products or when they need one time service for their electronics. This problem is very hard to deal with and if Geek Squad will find a way to overcome this problem, it will hold a substantial advantage over its competitors.
Alternatives:
Alternative #1: Creating new services that are based on routine tests and visits of customers’ houses as software updates, antivirus installations and more. Pros:
• Developing long term relationships with customers
• Increasing customer integration and more personalized services
• Being the first company to provide this kind of service
• A bigger chance that future services will be purchased by customers.
Cons:
• Large human capital is required to provide this service
• Risk that employees will provide poor service or bad customer experience
• Limited services to offer
• Large capital investment in marketing these new services Alternative #2: Offering Coupons and discounts for markets that are less familiar with the service as older population or young adults. Pros:
• Creating new potential markets and customers
• Old people tend to have more problems with innovative products
• Young adults are a large part of the population that use innovative technological …show more content…
In today’s world where customer value becomes important part in the purchase decision of service or product, this service will create the strongest long term customer relationships for the company. The services will be based on arriving to customers’ houses and scanning their computers for viruses or Trojan Horses and updating their computers for the latest anti-viruses versions that will keep their computers and personal information safe.
These services will benefit the company by creating personal relationships with customers and will guarantee future purchases of the same type of services from the company. However, there will be challenges in promoting these new kinds of services. This type of new service will require massive marketing and customers will have to be convinced that there are threats on their computers that they are not able to defend it themselves. The employees that will perform these types of routine checkups will be experienced employees with a good customer satisfaction record. For the first short period of time only those employees will perform the new services and after gaining experience the company will learn through customer surveys the level of satisfaction and future suggestions for the new services. The expected increase in sales and profit will cover the big investment in promoting this