When I was still doing retail training for Intel last year I somehow watched this beginning to evolve at a Fry's store and from the start it began to enjoy some real success, lots of software questions out there to be answered with consumers having more questions than ever, and the focus was software, a change from the hardware questions that used to prevail at the top.  A shift in paradigms evolving around us.  Of course my tablet was a big part of what I did as well, whether it involved signing employees in (paperless on the tablet) or showing a flash educational film while on the run and walking.  Many mobility questions and issues on the minds of consumers today.  BD

The world's largest software company plans to have 155 "Microsoft Gurus" in U.S. stores by the end of the year, and expand based on the project's success, Microsoft's general manager of corporate communications, Tom Pilla, said Friday. These gurus will be answering questions about PCs and Microsoft products, as well as giving demos of how the company's products work together - help designed to get them thinking Microsoft. "Think of that as borrowing a page from Nordstrom with that retail customer experience," Pilla said, referring to the upscale department store chain known for customer service.

As part of its new $300 million marketing campaign and image makeover, Microsoft Corp. plans to deploy its own customer-service representatives at retailers like Best Buy and Circuit City to help people with their PC purchases.

Microsoft deploying in-store customer-service reps

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