What Crutchfield Can Teach Us About Technical Support Skills
If you've purchased a car stereo or home stereo or are a fan of electronics, you've probably heard of Crutchfield. It's an audio specialty company whose business has been built around its catalog and, more importantly, its technical customer support. The company has been in business since 1974, and even with big-box retailers such as Best Buy and online behemoths like Amazon.com, Crutchfield still sells a lot of electronics — $250 million worth annually. So how does Crutchfield remain competitive in today's marketplace? Its secret hasn't changed much since 1974. The company still drives its business primarily through technical support skills.