Time for a new customer experience reflection, this time with the experience of a global brand with a presence in 13 countries:
If you’re living in the US and pregnant (or post-baby) Babies R Us is the mecca for every and any baby product that you can imagine. When I visited the Babies R Us in Massachusetts while in the US and waiting for my little bundle of joy, I was quite impressed, and at the same time quite overwhelmed, by the amount of “things” that you could need for a baby.
Then I met Phil. In a matter of a half hour Phil became my new best friend and trusted advisor. Who is Phil? Phil is a millennial. He’s a college sophomore who plays on the basketball team, hangs out with his friends after classes, and spends his free time playing on his ipad and texting. The only difference is that Phil also works part time at Babies R us and is totally knowledgeable about baby products and pregnant woman needs. And no, Phil is not a father. According to him, he has a lot of nieces and nephews so he knows a lot about this stuff, and he’s also interested in being a teacher in the future. Thanks to Phil’s help I purchased a lot of great baby knick knacks and whatnots, signed up to be on the mailing list and in the baby club and helped enhance Babies R Us’ annual profit. I also learned a thing or two about nursing needs that I’m not really sure how Phil knew, but I was too impressed to ask questions. When I left the store with my mother that day I wanted to take Phil home with us. Of course, I had a hard time later explaining to my husband that Phil was just a Babies R Us employee who happened to be awesome.
Flash forward a bit over a year to Madrid post-bundle of joy arrival: now that little Nicolas had arrived I realized we were in desperate need of some baby items like an electric swing. Then I remembered that I had seen a Babies R Us not too far away from where we lived, although I had never set foot in the store before. This time entering the store I didn’t have the same illusion as back in the US (probably from the lack of sleep), but I was ready to be greeted by my Spanish Phil (Felipe??) and start to great experience. To my disappointment, there was no Phil. In fact, there was hardly anyone at all. We had to walk around the store trying to find an employee to try to help us. When we finally did find one, she pointed to her watch and said sorry, she couldn’t help since it was her lunch break, but another employee would probably be around. We were finally able to find an employee to ask a question about the swings, only to have her reply that she really didn’t know the difference between the different models available. And that was about it. In general the employees were more on the rude side and definitely not at all like my beloved Phil.
Just last week I was back at Babies R Us in Madrid, this time with more sleep behind me and a better idea of what I wanted, but I was still “greeted” with the same lack of greeting and lack of help. After trying to find someone to ask a question for about 5 minutes, I finally just decided it just wasn’t worth it and left.
Why am I am I writing about this and why should you care if you don’t frequent Babies R Us or don’t have kids? Really this post could be about any brand that transcends international boundaries with its logo and image. As a person with quite a bit of background working in Customer Experience research and most recently in consumer goods marketing, I’m a a real proponent of the importance of delivering a consistent and better-than-good brand experience. Customer engagement is key; if you don’t deliver a full-cycle experience and/or consistent experiences (more the case here), in the long run you lose customers and profits. To me, it seems hard to believe that a global brand like Babies R Us (Toys R Us) can be willing to put its brand name, logo and all that these images stand for on a store that delivers a sub sub-prime experience. In my opinion, with an experience like this, it’s better to skip the big brand and find a local option to fit your needs.
Phil, if you’re reading this, we could use you over here in Spain!