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Easy. Don't compete on price. Compete on long-term customer value.

• ashtonkem 6y ago
  Customers will pay a premium if they think you’re going to take care of them. That’s basically the business model of REI; they rarely have the best prices, but if something breaks they’ll make it right.
  • chiefalchemist 6y ago
    My ecomm rule is: "Doubt is a dealbreaker." Whether the question is returns or something else. Few will open their wallet if they have doubt. Unlimited and free returns removed a large amount of doubt. If fact, as mentioned, it likely triggered more sales. You'd have to spend a significant amount of marketing budget to get what Zappos did from their return policy and customer service. Those weren't expenses, they were investments. This actually applies to all relationships.