Geek Squad used to be an independent computer repair company, and were mentioned by Pine and Gilmore in The Experience Economy. They became a subsidiary of electronics giant Best Buy in 2004.
They turned fixing computers into a fun experience, by creating a uniform (Pine and Gilmore might call it a "costume" in keeping with their theater metaphor) and a quirky tone.
The first line, under "Agents are Standing By" is,
"For simulation, cut along dotted line and place on or near computer."
1) Cut out agent and stand along dotted line
2) Insert slot A into slot B on stand
3) Insert stand into slots C and D on agent
4) Feel safe and secure knowing an "agent" is near
Miniature scissors not necessary to cut out this stand or agent.
In the event of a computer malfunction, a three-dimensional agent will be deployed to your home or office.
From the Wikipedia entry, the job titles continue the joke :
- Director of Intelligence - Agents in the field rely on the Director of Intelligence for support when they need to source a part, locate a driver, and research complex special requests.
- Double Agent - These Agents work both at Geek Squad Precincts in Best Buy stores and also respond to house calls to offer in-home service.
- Covert Operators - These agents offer technical support via the company's 24-hour hotline.
- Counter Intelligence Agent - These Agents provide customer service and computer repairs at Geek Squad Precincts inside Best Buy stores and stand-alone locations.
Tip of the day: Do you offer services that could be turned into fun experiences with a twist of voice? Can you offer something new to a service that's been around a long time?
Technorati Tags: customer experience, customer communication, voice, Pine and Gilmore, Experience Economy