Plug your web presence into your B&M. MAKE CUSTOMERS HAPPY!

This mini-rant has been a long time coming, and likely will stick around for many years in the future.

What’s with companies not being able to comprehend that their brand name identifies themselves as a complete ‘whole’?

I need to pick up a TV. Just a cheapie for the basement. Part of our New Year’s resolution to get on that treadmill. Well, Target.com has about 1,000 options it seems. But I just want to pick one up tonight on the way home at a real B&M store. There is, alas, no connection between Target.com and the Target in my hood other than the logo on the front.

I recall this being odd several years ago back in the Web 1.0 days when it shocked me that Barnes and Noble, the physical store, had no connection to BarnesAndNoble.com. I thought it was just odd at the time and something that will eventually come together with time.

For xmas, my parents got me a new Digital Camera from Ritz. Of course the clerk suggested a completely crappy model, so I went and returned it. Being Ritz, they have absurd return policies and I ended up having a $60 gift card. At Amazon.com, $70 would get me the new battery AND a new memory card. I asked if they price matched. “Sure we do!”. Of course, it wasn’t until I walked into the store that they said “oh, we don’t price match online.” I’m sure it’s because that whole Amazon.com is just a passing fad.

Well, I then visit Ritz’ web site to log a complaint. I then get a long email back explaining that Ritz (the store) has nothing to do with Ritz Interactive (the web site).

ARRRGGHH!

I never pretend to be an expert at business and economics and all that stuff that makes the world go around, but as a techie, it seems that in this era of databases, computer systems, and the like that it wouldn’t be THAT hard to do a simple query to connect the B&M shelves with the online presence.

Target…you know my zip code. When I look at a product online, how about a simple button that, upon clicking, queries your stock at stores in that area? That would save me an hour tonight driving all over the place.

B&N…well, you know your fate already. Make money off of the cafe and we’ll keep ordering from Amazon.com

Ritz…well, I could care less what happens to you. I won’t be visiting your stores anymore.