DealerData: Customer Problems Translate to Retailer Opportunities
As the sale of home networking products - such as wireless gear, entertainment PCs, attached storage, shared devices, IP-based security systems, etc … - increase, so do the customer-related headaches associated with new technologies. Most consumers initially try to install the products or fix the problems themselves, or they turn to friends and family or support, according to Parks Associates latest “Business Models for Managing the Digital Home” report. But as home networks and the products connected to them increase in their complexity, consumers will be turning to more professional sources for help. Those consumer problems translate to possible retailer opportunities in the form of billable services, such as consultation, installation and remote support. If left unsolved, those problems can lead to customer dissatisfaction and lost sales. Today, as Parks points out in the following graph, there’s a lot of room to offer consumers a variety of services they may not know exist through their local retailer.