Wal-Mart Slaps On Tech Support

Wal-Mart has started to sell technical service plans for setting up and using TVs and PCs. Rather than building up in-house capabilities, Wal-Mart will sell third-party services from N.E.W. Customer Service Companies.

My take: Wal-Mart’s move fills a gap in it’s offering; helping customers install the products they buy. But the ideal service scenario starts before a purchase and continues on after installation and setup. So Wal-Mart will eventually need to do more than sell another company’s tech support bundles. To sell higher-end consumer electronics, it will need to bolster its in-store service and deeply integrate support throughout a customer’s lifecycle.

With Best Buy and Apple boosting their technical support capabilities, consumers will increasingly look for more guidance and support from their consumer electronics retailers. And my research has shown that customers who chose retailers based on their service are much more loyal than those that are just looking for low prices.

The bottom line: High-end electronics need integrated support.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

3 thoughts on “Wal-Mart Slaps On Tech Support”

  1. I hope there tech support doesn’t compare with some of their other services. I tried to get them to check on getting or ordering some fabric for me. The answer I got was “I suppose”. Needless to say I was NOT impressed.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.