Rumor: Best Buy’s Official PS3 and Wii Playbook
On Friday, gaming-oriented blog site Kotaku.com posted info that had been provided by a Best Buy Blueshirt regarding their upcoming launces of PS3 and Wii.
Today, with just about two weeks to go before the launch of the Wii and PS3, someone snuck Kotaku what looks to be Best Buy’s official launch playbook. This 25-page document details all the nitty-gritty on how the super store is going to set up for the sale of both consoles, what to say and what not to say and even how to arrange the store.
Having a bit of a passion about Customer Experience, I found the following notes very insightful…
“Video game history will be made Nov. 17 (PlayStation 3) and Nov. 19 (Nintendo Wii), when two new console platforms launch for the first time in the same year since 2001 – within 48 hours of each other. With your application of the “It Selling Strategy” against a backdrop of our core values and Core Philosophies, customers will go home with the end-to-end solutions that are just right for them and (most importantly) be glad they chose Best Buy”
“Our learnings from the Xbox 360 launch last year support our belief that nothing is more important than the quality of the customer’s experience. From past launches, we learned that the average customer who purchases a console system from Best Buy comes back six times a year over a three-year period to buy games and peripherals. If you press the customer on Nov. 17 to buy your end-to-end solution, it may be the last time you ever see that customer. Don’t take the risk.”
“Instead, talk to the customer and find out what kind of gamer (hard core, family or value) he or she is. Ask questions and listen for the answers. The journey to the end-to-end solution is more than a checklist. It’s you and your customer talking about how and what they like to play, where and with whom. It’s you unlocking the secret of what makes your customer unique and sending them home with what they want.”
Read the Friday post here
Get the whole playbook here