Ah, Cyber Monday is here: the peer pressure fueled day when all retailers mutually agree to cut their profits and encourage their customer’s addiction to discounts and promotions. I know that sounds a bit pessimistic, maybe even downright harsh, but hear me out. There are really only 2 reasons why a retailer would offer Cyber [...]

If you’re seeking perfection on your website, stop reading this. It doesn’t exist. In fact the search for perfection might just be more detrimental to your website than anything else. That homepage that your designer has been tweaking for weeks, stop fiddling and make it live. That ebook you’re still perfecting, launch it now. If you [...]

So much of our day revolves around putting out fires. 404 pages. 500 errors. High bounce landing pages. A low open rate on a marketing email. I’m going to suggest a radical solution to these problems: ignore them. Why should you ignore them? Because sometimes fixing a failure isn’t the best use of your time. That [...]

Imagine that all your products disappeared from your website. Would anything of value remain? Would your customers still come back? If your answer is “no”, than you’ve successfully commoditized yourself. If you’re truly passionate about your business, your site should be overflowing with content and community, both of which should be natural by-products of your real [...]

We spend a lot of time on obvious customer touchpoints such as our website, products, call-center, and marketing creative. But what about these not-so obvious ones? Packing lists/invoices – Most packing slips are cold and formal. What if the person who picked and packed the order took an extra 10 seconds to write “thank you [...]