Comments on: Marketing lessons from Geek Squad

By: Service Untitled » Customer Service is the New Marketing Wrap-up - customer service and customer service experience blog

Mon, 11 Feb 2008 21:56:45 +0000

[...] (Founder and Chief Inspector, The Geek Squad) presentation can be found at Ross Mayfield, Blog Bites Man, and [...]

By: Stewart Mader

Stewart Mader — Fri, 08 Feb 2008 18:46:31 +0000

I think Charles brings up a good point, but keep in mind that the Digg/Slashdot crowds are hyper-critical, especially of a service that they likely see as pointless compared to their own personal expertise.

By: Jon

Jon — Thu, 07 Feb 2008 01:47:11 +0000

Yes, his entire presentation was really about branding. Maybe he didn’t get the memo about the first two words of the title of the conference. The first presentation — Zappos — was about service and it related to marketing.

“I was surprised how much time he spent at a conference about customer service talking about what ties the Agents wear and what cars they drive.”

He did actually address the customer service issues. Someone in the audience asked him about the recent breach in privacy issue that a customer had. Clearly uncomfortable with the question, he danced around the answer a bit. What I remember most, though, was that he blamed a blogger for blowing this way out of proportion.

Oh, and by “growing up” what I had intended was to say that they grew very fast when they were purchased by Best Buy… but personally I like your interpretation better

By: Charles Miller

Charles Miller — Wed, 06 Feb 2008 23:39:33 +0000

Doesn’t this focus on, of all things, SHOES, sort of contradict customer service being the new marketing? I have never heard anything but negative reports of Geek Squad’s actual service.