The Inconvenient Truth

While retailers avoid talk about product returns shoeline.com has shown sharing information with customers is a good thing. Shoeline.com launched a feature called Return-O-Meter which shows customers the return history of shoes. As a result shoeline.com has seen a 26% surge in sales. What shoeline.com realized was that customers don’t always return products for the …

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Forward To A Friend +

If you understand your customer’s unarticulated needs new ideas will arise effortlessly. But in order to understand intent one first needs to capture it. Zappos has managed to convert the humble ‘forward to a friend’ into an intent capturing machine. In the example below, by selecting a subject line browsers are identifying their intent:

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