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October 14, 2006


Christopher grove

I don't have any specific examples, but I'd ask a different question.
The thing is, companies introduce more features, services, etc. because they think that either the customer wants that, or that they're going to create a need that the customer will want to fulfill. The thing is that this means that the customer raises his expectations and a lot of friction comes from this. You have to be able to satisfy your customer on every point that you promise. Of course there is the school of thought that doesn't want all of the extra bells & whistles and just wants the basics covered well, and so friction ensues because often the basics aren't covered well enough, before the bells and whistles and other fun and funky extras are promised...
So maybe we should ask why companies create friction? Why are they so willing to take that risk?
Market pressure and benchmarking aren't good enough reasons. At the end of the day, if you can't honour your promises, don't make them. After all, no unhappy customer comes back for seconds, so it isn't good business sense to do something just because the competition is doing it.


Chris, great comment, as usual! Yeah, I like reframing the question to why create friction in the first place... great point!


Jim Dudley

Why are credit card terminals always so terrible? Having worked in a retail shop the last couple years, I can't tell you how much time we spent working with the stupid credit card maching. To top it off, the little "reference manual" was completely un-helpful, so it basically forces you to talk to tech support to do everything but ring up a simple sale. We're hoping to move to a computer-based credit transactions with our new POS system, so *hopefully* this will be less painful.

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