Abt Electronics’ Secret to 78-Year-Long Success Rests in Customer-Centric Business Model
Glenview, Ill. - Abt Electronics, one of the nation's leading independent electronics and appliance retailers, has consistently grown double digit percentages each year since 1936, attributing its success to industry-leading customer service and an unmatched shopping experience - both in-store and on its e-commerce site Abt.com.
More than 78 years ago, David Abt launched the family business with an $800 loan from his wife Jewel, selling the day's must-have consumer electronics - mainly crystal radios. Today, Chicago-area shoppers browse among the store's tens of thousands of products and are treated to a one-of-a-kind shopping experience, which includes an impressive 100,000 square-foot showroom and other attractions such as a stunning 7,500-gallon salt-water aquarium and unique shops-within-shops, including Apple, Bang & Olufsen, Sony, and more.
The company's family values and independent status allow it to deliver on its goal of complete customer satisfaction. From every step of the purchase process - and beyond - Abt Electronics services customers with a team of 1,100 expertly trained staff.
At its Glenview store, Abt Electronics' famed vest-wearing staff guides shoppers on which products best match their needs from the retailer's expansive product categories, which includes appliances/high-end kitchens, gourmet cooking, TV and A/V, computers, car audio and, recently, watches, fitness and home comfort (HVAC, power generators and sump pumps).
Abt Electronics was one of the first major retailers to offer its products online when it launched in 1997, and one of a select few authorized retailers for brands such as Sony, Panasonic, Toshiba, Bose and Onkyo. Service and sales representatives can be reached via email, live chat or toll-free number with short wait times, even during peak business hours. The website is accessible 24 hours a day, and online chat or over-the-phone assistance is available, Monday-Friday 7 a.m. to 10 p.m., Saturday 9 a.m. to 7:30 p.m. and Sunday 10:30 a.m. to 6:15 p.m. These representatives are available to answer questions and provide suggestions, handle service inquiries and complete customer purchases.
Abt Electronics offers other industry rarities such as no-hassle returns, free nationwide shipping on thousands of products and free technical support seven days a week on any product that's purchased in-store or online. Abt Electronics repairs all the brands it carries at its authorized Service Shop, one of only a handful of retailers to do so.
"In the competitive retail industry, customers want to be treated with high-level service before, during and after the purchase," said Jon Abt. "Complete customer satisfaction is our No. 1 goal, and that's why 90 percent of our business is from repeat customers or referrals."
Behind the scenes, Abt Electronics is committed to the big-picture well-being of its customers. The store features a 12,000 square-foot recycling center where customers can safely dispose of electronic waste and appliances. The company's Green Fleet - the delivery and service departments - also recycle all the materials they encounter on their 9,000 weekly calls and use bio-diesel in all of the fleet's 64 diesel trucks. Further reducing greenhouse emissions, Abt Electronics makes driving during the day for its employees practically unnecessary by providing food three times per week from the company-owned Jolane's Restaurant & Bar, and a gym onsite, saving extra trips to workout facilities. Energy-saving windmills, lighting and fans and solar panels help power Abt Electronics, reducing the retailer's carbon footprint. For more information on all of Abt Electronics' green initiatives, please click here.
Abt Electronics has been recognized in the industry countless times. Recently, TWICE Magazine named the company the Best Consumer Electronics/Appliance Dealer in its 2011 TWICE Excellence in Retailing Awards. The Chicago Tribune also named Abt Electronics Chicago's 2011 Top Workplace for large employers.
Abt Electronics' management team consists of CEO Bob Abt, and co-presidents and brothers Mike, Ricky, Jon and Billy Abt.
About Abt Electronics
Abt Electronics, founded in 1936, is one of the largest independent, single-store appliance and electronics retailers in the country. The third-generation family run Abt Electronics provides unparalleled customer service with its team of 1,100 expert staff members at its Glenview, Ill.-based store, which boasts a 100,000 square-foot showroom on 37 acres. Abt services customers nationwide through Abt.com, where customers can receive advice and customer support through the site's live chat feature, email and toll-free phone number. Abt has its own 12,000 square-foot recycling center and features an atrium where customers gain access to its boutique stores-within-a-store such as The Apple Boutique.
For more information contact Michelle Mekky at email@example.com or 312.245.9805.