ARCHIVED FORUM -- March 2012 to February 2022READ ONLY FORUM
This is the second Archived Forum which was active between 1st March 2012 and 23rd February 2022
Here's a business forum contribution from a B&O exec.
http://business-reporter.co.uk/2016/05/13/cx2016-bang-olufsen-provides-consistent-global-retail-experience/
Interesting how there is a company view that the stores are inviting. I would say the opposite. Unless you were already an established customer knowing the sales staff, the reality is surely that most people are put off from entering a B&O store to browse the products.
Graham
vikinger:Here's a business forum contribution from a B&O exec. http://business-reporter.co.uk/2016/05/13/cx2016-bang-olufsen-provides-consistent-global-retail-experience/ Interesting how there is a company view that the stores are inviting. I would say the opposite. Unless you were already an established customer knowing the sales staff, the reality is surely that most people are put off from entering a B&O store to browse the products. Graham
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You enjoy the experience once you are a customer, but that first stepping into a store is too intimidating an experience for many members of the public.
I agree with Graham, at least over here, it's almost like the customer has to 'prove' to the staff that they are worthy of customer service - when it should really be the other way around, when it comes to the 'retail courtship'.
But then again, I agree with Michael, since it could just be a geographical anomaly.
vikinger:You enjoy the experience once you are a customer, but that first stepping into a store is too intimidating an experience for many members of the public. Graham
I guess the key here is people: B&O store staff. I've felt the most welcome at B&O stores where the staff was welcoming, but not so much so that they cramped your style - but that's just me. Staff with a holier than thou attitude, those who pass immediate judgement and put on an air of superiority will put the customer off regardless of the store design or ambiance. After that first contact comes knowledge, patience, and willingness to help and go the extra mile. Nothing out of the ordinary.
As has been said before, this can apply to selling anything. Unfortunately, for a luxury brand, there are already a lot of preconceived notions which can intimidate a potential new customer. Hence people -- the staff -- can make all the difference.
This is what I don't understand in humans and 'new money'. Why oh why are expensive product stores intimidating to some? They are a dead product - it's not a living thing - that's made for a quarter of the retail price. Why oh why, that's a snob value towards expensive 'things' is truly beyond me. I remember once in Selfridges, the staff on the Nespresso stand acted really snooty - they were selling damn coffee pods for God sake!
Personally, I'd like B&O PLAY showrooms to pop up. I don't particularly like the image of BANG&OLUFSEN, it's not my kind of thing these days - it's got 'new money' image, but B&O PLAY I like - it has a more youth and vibe about. They just need to improve on their shocking customer service & poor build quality/reliability. Those damn showrooms need to loose the grey carpets also. Still very 1990s in concept. I like the feel of the Apple stores and I like the way the young staff leave you alone to try things out!
Earle: I agree with Graham, at least over here, it's almost like the customer has to 'prove' to the staff that they are worthy of customer service - when it should really be the other way around, when it comes to the 'retail courtship'. But then again, I agree with Michael, since it could just be a geographical anomaly.
Some people like the upscale market "challenge" and buy the cheapest thing they can find in Armani or Dior! The intimidation is not unexpected in a B&O shop where only the A1 is a potential impulse purchase. A car salesman has to validate his customers why not B&O?
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Simonbeo:Some people like the upscale market "challenge" and buy the cheapest thing they can find in Armani or Dior! The intimidation is not unexpected in a B&O shop where only the A1 is a potential impulse purchase. A car salesman has to validate his customers why not B&O?
I don't think anyone would argue with you regarding a car dealer "validating" (I assume you mean checking credit), their customers. But there's a difference between checking someone's credit though appropriate channels for "validation." Than what I think I have alluded to (as others here have), with regards to snobbishness and judgement based on absolutely zero evidence, merely a look or gut feeling.
Unfortunately, maybe I'm being unreasonable when I feel that a store is a store regardless of what is being sold. And being good to people -- dutifully attentive and courteous (not uppity, or snobbish) -- to anyone who walks into the store with a genuine interest (whether they can afford the merchandise or not), should be par for the course instead of first having to meet a certain unwritten set of requirements before a patron is given good service.
Sal: I guess the key here is people: B&O store staff. I've felt the most welcome at B&O stores where the staff was welcoming, but not so much so that they cramped your style - but that's just me. Staff with a holier than thou attitude, those who pass immediate judgement and put on an air of superiority will put the customer off regardless of the store design or ambiance. After that first contact comes knowledge, patience, and willingness to help and go the extra mile. Nothing out of the ordinary. As has been said before, this can apply to selling anything. Unfortunately, for a luxury brand, there are already a lot of preconceived notions which can intimidate a potential new customer. Hence people -- the staff -- can make all the difference.
I so agree with you, Sal. Three years ago, I was looking forward to meeting the staff at the Chicago B&O. I was met with a blonde bimbo who knew absolutely nothing about the products and honest-to-god sat filing her fingernails. I never stepped foot in that store again. The store has closed since then.
I was on holiday in Vienna last week and went in their main store, told him I was on holiday and would like to look round, he was very pleasant and happy to chat told me they had two stores in Vienna and they are doing very well and will be opening another in the town shortly which is good news.
I must be lucky so far been in stores in France Belgium Spain Australia new Zealand Italy and all been pleasant and enthusiastic so hopefully the bad ones in the minority
malcolm
I've always found them helpful and ready for a chat - I was in Norwich this weekend and they have a fantastic new store with really helpful staff