Why The Cash Register Is The Wrong Report Card…

CEOs are under tremendous pressure to beat quarterly earnings and so, naturally, the only thing they care about are sales.  But paying too much attention to the cash register could be fatal.  Among the customers that shop at your store there are 2 kinds of personalities: those that shop because they simply love you and …

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Does Design Have A Quantifiable Impact?

CNBC started promoting their new website in the October – November timeframe and launched it on Dec 05, 2006 (according to archive.org). In the next 10 months traffic jumped 139%. 334,000 new readers have been added to their previous installed base of 200,000 readers. So what does this mean? CNBC is a news portal where …

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Why The ‘Customers Who Bought This Item Also Bought’ Strategy Does Not Work All The Time

For certain categories other people’s buying behavior simply does not make sense. For example, why would a person buying a messenger bag also be interested in shorts or a sweater? Another example: According to e-consultancy providing web shoppers with bad quality recommendations could be worse than offering no recommendations at all. You can read the …

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Online Retailing For Dummies

While online retailing is considered a highly complex science involving deep understanding of aspirational behavior in reality it’s a rather simple practice. In the online world simple ideas have mega-impact. An illustration: Irrespective of the product category the equation ‘shipping charge > product price’ is always a losing proposition, so why does IKEA indulge in …

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Just Because YOU Care About Your Suggestion Box Doesn’t Mean Your Customers Do Too…

In the last 20 years I have had bad customer experiences no less than 1,200 times and yet I can’t remember one instance when I actually filled a feedback form.  So the store never really knew I was unhappy. Fortunately, in the online world feedback feature comes standard.  When a customer is unhappy you don’t …

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