This pull-out ad on cardstock, from Real Simple magazine, is a great example of voice in communication with customers. Other examples of business voice: Martha Stewart, Woot, and Rockfish restaurants.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."
It continues:
Official instructions:
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
Fine print:
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
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