When you talked about having the experts available for questions, the first retail store that comes to mind is Apple with their Genius desk. It is an idea that I have pitched in the past. A knowledgable worker, paid a high-market wage, is worth two unknowledgable low-market workers.
An idea that I have hyped on since 2000 has been moving the content of the Internet review websites to the retail customer. This move can be done through signage, kiosks, or by way of roving "experts" with tablets. These infromation points can show the customers the information on a few websites to gain the sale or even upsale.
As to the customer service, at least BB staff are attentive, even if it is in a car salesman way. A friend and I went into a Fry's Electronics once and, as a gag, yelled between the isles that we could not find a product. The three "associates" at the end of the isle were so engrossed in their personal conversation that they did not notice.
In all, a few shifts in management titles will not help these stores. The board needs to bring in some new management with bright, modern ideas and fresh funding to get these places back into the black.
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