Kevon Hills is Vice President of Research at StellaService.
Since EB Games and FuncoLand shut their doors, GameStop has enjoyed being the only player in the video game space. Big box retailers have always been in the business of selling new video games, as well as manufacturers like Sony and Microsoft. But recently companies like Walmart and Best Buy are allowing customers to buy, sell and trade used games, further infringing on GameStop’s territory as the single source for all things video games.
GameStop is great at engaging customers in-store as its associates are typically experts in the latest games and devices. When GameStop launched its ecommerce site along with a customer service team, gamers must have been excited to have continuous access to their knowledgeable associates away from the store. However, GameStop’s speed of answer on the phone forced gamers to make a decision on which retailer to go to for answers.
From the start of the second quarter of 2013 through the …