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This is a really good example of how focusing on a single metric can eventually lead to the death of your company. The reason people started using online shoppi

by throwway120385 3y ago

This is a really good example of how focusing on a single metric can eventually lead to the death of your company. The reason people started using online shopping was to save time, which is completely at odds with the metric malls were using for success, which was the amount of time you spend in the mall and the number of visits you made. Had they recognized that their key metric was at odds with the desires of their patrons, they might have made some significant changes at a time when they still had a strong beachhead in the space.

amelius 3y ago
> The reason people started using online shopping was to save time I doubt that. Many people can save a __lot__ of time by stopping their online shopping habit.
- MikeTheGreat 3y ago
  I think that convenience is a big factor in online shopping, but I agree with the parent that it's a bit of an overstep to say that saving time is "the" reason to shop online. Personally, I tried to put it off because I like the idea of shopping local and supporting local businesses. Plus, shopping in person was familiar and a skill I already had. In retrospect I think the thing that really pried me away from in-person shopping and into online shopping was that online shopping (Amazon, in particular) serves as a "universal backstop" for whatever I'm looking for. Like, if I try and find an item in a store and I can't find it (or it's too expensive) then I can always find it online. So I throw a request at my local store(s), they miss, and an online retailer catches the request behind them. Once my now-ex got us a Prime membership this got even easier, and now I start most of my orders online (except food, obviously). I have no idea how typical my story is but the point is that there's more than one road that leads to online shopping, for sure :)
marcosdumay 3y ago
> at odds with the desires of their patrons I doubt that at any point if they asked their patrons and got honest answers, saving time would stand out as a large desire. What is another problem with metrics, they measure an specific thing that is often very different from the one you think you are measuring.
- mgkimsal 3y ago
  Yep. If you ask people at a mall, they're already there, and probably aren't as interested in saving time. The people interested in saving time also wouldn't stop to answer your "mall survey person" trying to stop them in the mall, even if they were there. ;)
theamk 3y ago
There is more than one reason people go to malls, and "save time" is probably not even on the list.

amelius 3y ago

> The reason people started using online shopping was to save time I doubt that. Many people can save a __lot__ of time by stopping their online shopping habit.

MikeTheGreat 3y ago
I think that convenience is a big factor in online shopping, but I agree with the parent that it's a bit of an overstep to say that saving time is "the" reason to shop online. Personally, I tried to put it off because I like the idea of shopping local and supporting local businesses. Plus, shopping in person was familiar and a skill I already had. In retrospect I think the thing that really pried me away from in-person shopping and into online shopping was that online shopping (Amazon, in particular) serves as a "universal backstop" for whatever I'm looking for. Like, if I try and find an item in a store and I can't find it (or it's too expensive) then I can always find it online. So I throw a request at my local store(s), they miss, and an online retailer catches the request behind them. Once my now-ex got us a Prime membership this got even easier, and now I start most of my orders online (except food, obviously). I have no idea how typical my story is but the point is that there's more than one road that leads to online shopping, for sure :)

marcosdumay 3y ago

> at odds with the desires of their patrons I doubt that at any point if they asked their patrons and got honest answers, saving time would stand out as a large desire. What is another problem with metrics, they measure an specific thing that is often very different from the one you think you are measuring.

mgkimsal 3y ago
Yep. If you ask people at a mall, they're already there, and probably aren't as interested in saving time. The people interested in saving time also wouldn't stop to answer your "mall survey person" trying to stop them in the mall, even if they were there. ;)

theamk 3y ago

There is more than one reason people go to malls, and "save time" is probably not even on the list.