“24-Minute Guarantee”

This retailer’s 24 minute pickup guarantee lets users order online and pick up at a local store 24 minutes later – a natural way to support cross-channel transactions by giving customers a seamless, satisfying experience.

 

“Drive a Bentley”

This retailer of high end audio equipment has more sales per square foot than any retailer in the world.  They reward employee performance in creative ways, i.e., the top three employees who have the highest customer-satisfaction ratings each month receive the use of a Bentley for a weekend.  “That’s not bad for a young person striving to gain some recognition in his or her career.”

 

“A Disaster”

“One could do an entire case study on the differences between these two online retailers. One is a disaster. Usability is a really major thing when designing a site: when will they learn? I know after my experiences with them I won’t be shopping there again.

They may have better prices on a good number of their books, but the intelligent & thoughtful design of the other retailer’s site will make me come back over and over again. I appreciate things that ‘just work’ correctly: for that I will pay a little extra.”