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Tag Archives: online retail

The No-Pants Problem

I want to buy from you.  But I’m not wearing any pants.  (Actually, I am. But my wallet is in some other room, in my work pants.) I get to your web site checkout. There’s only one way to pay: credit card. There’s no way I’m getting off that couch to find my pants with […]

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How retailers can compete with online sellers: In-person customer service

Screen protectors for phones are a pain to install. I usually get it wrong. The guy at the mall installed one for me — for the same price as buying one online. So I bought a new cell phone case from him too. (Hey retailers: No website can compete with personal service. It’s your one […]

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Make it insanely easy to work with you

When I’m selling my book, I can list it for sale on Amazon in less than 15 seconds. I can fulfill an order (pack, postage, ship) in less than 60 seconds. All because Amazon has the easiest, fastest, simplest selling support system ever. And I’m happy to pay them a sizeable commission because they make […]

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Don’t distract your buyers

I’m 11 screens into trying to buy a laptop — and I get offered a video camera. Now I’m going to leave the order process to go research these cameras and see if it’s a good deal. They better hope I come back. Lesson: When you’re close to closing a sale, don’t do anything (no […]

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A cheap sample is better than a free sample

I love this offer from Paul Fredrick shirts: Get a custom dress shirt for $19.95. You chose the size, the collar, the cuffs. Here’s why it’s a great offer: They make great shirts (the most important thing in sampling). Tryers will love what they get. The low price attracts prospects — and screens out freeloaders. […]

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