We recently visited a new Which Wich sandwich shop near our home for lunch. As you can see from their website, they are very proud of their innovative sandwich creation process. Process Only Does So Much Which Wich's system allows a customer to clearly state what they want and how they want it. … [Read more...]
Above and Beyond to Deliver an Order
I got an email from Peter Abilla after posting my article on back ordered items and shipping. On Peter's blog, he shares some of his experiences while working for Amazon. According to Peter, Amazon will go to great lengths to fulfill customer orders. If a product that was ordered isn't available … [Read more...]
Web Credibility
On the heels of my Tale of 3 eCommerce Sites, I ran across an interesting article about building up your website's credibility at The Conversion Chronicles. The author, Trenton Moss, highlights several steps to gaining web credibility for your website: 1. You must prove there's a real … [Read more...]
Spark Your Customers’ Imagination
We got a card in the mail this week from our favorite home improvement store Lowe's. The cover of the card stated: "Get your next project started." Inside was a ten dollar gift card labeled "FREE $10 Project Starter." Normally when I get a gift card, I think about what can buy for that exact … [Read more...]
Join the 9rules Network
As you know, I'm a member of the 9rules network. This community features some of the best blogs and websites on the web. Since I joined 9rules last year, I've seen a direct correlation to a boost in my readership and have been able to associate with some truly talented people. Do you have a blog … [Read more...]
Three Constants in Business
Harley-Davidson's CEO, James Ziemer, defined three constants that help drive their motorcycle-making business: Our passion for this business, for riding, and for relating to and being one with our customers Our sense of purpose -- in other words, our focus on growing demand by offering great … [Read more...]
Political Associations Endanger Business
A recent BusinessWeek article delves into how your company may be losing business because of its political stance and donations. A certain class of customer is emerging whose product choices are driven not by low price or customer service, but by politics. ... millions of Americans ... choose … [Read more...]
Changing Your Decision
Last year, healthcare giant Johnson & Johnson (JNJ) was on the verge of buying medical device maker Guidant. JNJ invested lots of resources, time, and money into this acquisition plan. However, in the end, the deal fell through. In JNJ's annual report, the CEO states: Unfortunately, a combination … [Read more...]
Forcing Users to Format Data
On my last two trips to Lowe's and Home Depot I got a survey invitation printed with my receipt. When I took these surveys on their websites I saw a user interface problem that is commonly found in web applications: forcing the user to input data like you (the company) want to see it. Your web … [Read more...]
How Healthy is Your Company?
Jack and Suzy Welch in this week's BusinessWeek magazine are asked to give some good measurements of a company's health. They respond: If you're running a business ... we would say there are three key indicators that really work: employee engagement, customer satisfaction, and cash flow. You … [Read more...]
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