Week 1 EOC:Great Customer Experience

My greatest experience as a customer was when I had bought an amplifier and a set of speakers from Best Buys electronic department. I purchased them, had them installed and was happy for about a week, but then the subwoofer speaker blew out. So I went back to the same store to get my speakers checked out, and the replaced it with a brand new speaker and also readjusted the controls on the amplifier, then they sent me on my way. Two weeks went by and the subwoofer blows out again, same product and everything.
                   I was about to give up and get my money back, but when I went into the store for the third time the employee who installed my sound system apologized for the problems I had with my speakers I had purchased and upgraded the amplifier and speakers for free. At first I thought that there was going to be some sort of gimmick before he printed out the receipt that shows the discount and the swap, but even the store manager came out and approved the transaction. While the employee installed the system the manager apologized again for the inconveniences and told me if there is a problem in the future just to come back in and get a full refund. I ended up having to come back again and asked for the manager and told him that my amplifier was not working anymore so he had the electronics employee check it out and it ended up being my car that had the issue, so they took everything out and gave me a refund. I ended up buying a flat screen TV instead but the entire time this issue was happening all the employees who handled my situation stayed calm and extremely helpful, but they also know how to create a great customer relationship and experience.

 "Today’s successful companies have one thing in common: Like Zappos, they are strongly customer-focused and heavily committed to marketing. These companies share a passion for understanding and satisfying customer needs in well-defined target markets. They motivate everyone in the organization to help build lasting customer relationships based on creating value." PAGE 4; Armstrong & Kotler (2011). Marketing: An Introduction, 10th Ed. Prentice Hall Publishing