Quote:
Originally Posted by CJJ
Thanks SilverBear. Points taken.
One place to start would be 1) Don't blame the customer and 2) Don't go out of your way to piss the customer off. Those two ideas are very technology proof.
|
Yup! As a former owner of a bookstore/"alternative whatnot shoppe" I am certainly WAY sympathetic to those of us on the supply end of the retail chain. But thou hast spoken the truth.
A big problem in eBook sales --as far as the setting of policy goes-- is that the Big Men (of whatever sex) most likely never had to make a living dealing face-to-face with the Little People who actually spend their money. IMNSHO,
nobody ought to get an MBA who hasn't worked six months in face-to-face retail and at least six months as a wholesale jobber.
Yes: theoretical knowledge is essential to understanding the big picture in business. But there is no substitute whatsoever for the experience of dealing with real people, real customers, and understanding them ONE AT A TIME.
For many customers, their feelings about how they are being treated mean as much --and sometimes more-- than a dollar or two difference at the checkout.