27 Apr 2007 1008H

CircuitCity.com Bricks-n-Clicks UX Story

24-mnute pickup

Our former CCO (corporate creative officer), Bill, who’s now a design director at CircuitCity.com, might not like it much if I were to say this, but, I had a terrible customer service experience at a Circuit City up north recently. No one dashing to help me. The store had few people walking around, so the staff was not exactly busy, just marking time really. So, after a few moments of looking around for anyone to help and ruling out the possibility that I could just grab a box and march out the door with it, I noticed there was a computer on display and it was connected to the internet. So, looking around, I used the computer to get the information on the items I was interested in, and then was able to order the items and have them brought to customer service for their famed 24-minute or less fulfillment. Then, since there was no printer, I just snapped a screengrab using my cellphone of the confirmation number, and, after clearing the order history and the cache to make sure my information was not being retained, marched over to customer service, which took about three minutes if that. They were just finishing pulling my order together by the time we got everything signed off and printed. Fantastic experience on the website which totally *pwned* the in-store experience. Which is sad, because I’m led to understand they have the best-educated staff in the business, they really invest in their staff’s knowledge of the product space. Oh well. Kudos to the CircuitCity.com website for a great, great bricks-n-clicks experience, blah to the staff at Vernon Hills.

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