We all just learned from Walgreens’ latest report that placing barriers between consumers and the goods they’re trying to purchase reduces sales, and CVS’ response to this problem is to add a login requirement.
Easing the ordering process, and a solid return policy, is how Amazon exploded overnight. Study after study showed that people would walk back if the website offered the slightest hassle. Also funny, something like a 1.3s load time difference would send people to competitors.
It took Valve years to build Steam into the juggernaut it is based on maximizing customer value and minimizing friction. Years! Like multiple of them! Who has time for that! I need my profits this quarter!
We all just learned from Walgreens’ latest report that placing barriers between consumers and the goods they’re trying to purchase reduces sales, and CVS’ response to this problem is to add a login requirement.
Easing the ordering process, and a solid return policy, is how Amazon exploded overnight. Study after study showed that people would walk back if the website offered the slightest hassle. Also funny, something like a 1.3s load time difference would send people to competitors.
Do they not teach this shit in business school?!
Not really. They mostly teach “quarterly profit line go up”.
Making sales makes line go up.
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It took Valve years to build Steam into the juggernaut it is based on maximizing customer value and minimizing friction. Years! Like multiple of them! Who has time for that! I need my profits this quarter!
As someone who has a BS in Business, yes they taught this in business.
Similarly we had case studies on Wal-mart’s absolute domination of the logistics game which made them a powerhouse in the “before Amazon” times.