The future of retail in technology

Microsoft is supposedly looking at retail stores. Blockbuster wants to buy Circuit City. So who would I like to them emulate?

Every one oohs and aahs about Apple stores. Me, I think they are gorgeous, but a victim of their own success. Way too many people ruining your browsing and shopping experience. I used to enjoy going to BestBuy but the crowds especially around their Geek Squad section are also now a turn-off.

I have been more impressed with newer AT&T Wireless Stores - bigger, lots of walk around room, some with separate warranty/trade-in sections next door. Last few visits to buy my Tilt, a head phone for the Tilt, exchange the headphone, and exchange my daughter's Nokia have all been very pleasant. And now they have added surface computing to some of their stores. Cool.

What AT&T Wireless does not do well yet is integrate the on-line/on-site experience. BestBuy and other bigger retailers do that much better. Blockbuster, pushed by NetFlix, is starting to do that. I would love to have the choice, the cost, the convenience of Buy.com (which has become my go-to store for most electronic accessories) combined with a local pick up. Especially if it could also apply to reverse logistics and warranties.  You think Microsoft could improve the return process around XBox360?

One they should not emulate is the Verizon store. Indifferent customer service, and merchandise which hardly seems to move. Lots of folks I suspect use it to just pay their phone bill.

Of course, us in technology think we know best about everything. Other retailers are innovating in many different ways as I wrote on the New Florence blog.