Re: It was only a matter of time - poor customer service stinks for co's
Unfortunately, illegal downloading and online/supermarket retailers are only part to blame for closures like HMV. The biggest reason is customer service and lack of innovation. Any shop that is surviving on the high street and doing "well" are the best at delivering what you want. Shops like HMV had the chance around the iPod revolution to buck up their ideas and offer downloads to customers where broadband hadn't quite taken off and they could afford faster DSL or T1 connections to sync a local cache of songs for MP3 players. Sort of booths that existed in the V Shop to browse songs across a whole range of genres, but added nothing else. Again, the innovation and lack of ambition cost them. Didn't HMV have an online MP3 store as well? Where did that go?
To cram shops with endless CDs, DVDs and headphones was not going to sort the problems out. Downsizing, redesigning the stores and removing clutter would of given them a chance. Why have every CD out available when they could of been stored away if not in top 100 and then have a quick ordering service from a booth?
I love the physicality of browsing shops and having CDs to hand. Big retailers like HMV have done nothing to reenforce that habit and defend its position. Obviously poisioned by another CEO from another failed company that just went under.