A Customer Experience Story

This has nothing to do with lean production except at the touch point of the customer experience.

Mrs. LeanThinker was looking for a replacement for her well-worn 5 quart stock pot. We were in Macy’s home department browsing.

She found one she really liked, a Circulon Symmetry model, full retail $140, sale priced at $69.95. Only this one was a brown color, and she wants black to match everything else she already has.

“Does this come in black?” A reasonable question.

“Yes” was the answer.

“Can you get it?”

“Let me check.”

The answer was that, yes, they can get it but because Macy’s didn’t stock it, they would “have to” sell it at full price. They do, it was offered, match online prices except Costco and Amazon.

We fired up the Droid, got online, and found this (click the image for full size):


See the second line there?

That’s right. Macys.com has the same item at the “sale” price.

So Macy’s ended up price matching to their own web site. Oh – and they are shipping it to our door for no extra charge. Go figure.

Some things I just leave in the “perplexing” column. Yes, I know, they are two separate business streams and all, but really?

Then there is the Best Buy debacle that is brewing. Cancelling Black Friday orders on people three days before Christmas, but offering the item they ordered at full price in the store? I’m guessing there are lawyers involved faster than you can say “class action.” Where were the lawyers when the decision was made? What were they thinking?

2 Replies to “A Customer Experience Story”

  1. Sadly it’s not at all uncommon for two departments in the very same organisation to not talk effectively with each other.

    Hopefully you’re fully shopped up for Christmas though?

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