Buy something? Funny how things have changed so much in recent decades. Previously, when you are looking for a watch, you are led down to the local jewelers (which you felt after the forenames), tried them all and selected the perfect. Then came the mega malls, strip malls and Walmart. Specialised shops disappeared by thousands. So did the quality and the personal touch. Today, we are making so much of our purchase online.
It is surprising, but MOM and Grandma know how to add items to their Amazon shopping cart and enter their credit card information. Even if we did not actually purchase the product or service online, we are still engaged in most of our research. There are numerous review sites and classification of products and services can be found in every corner of the Internet. If you're like most people, the process goes like this: 1.) start searching review sites, and depending on the product maybe check out specialty websites with user submissions. 2) decide on some options. 3) perform a price search, find coupons, and buy it! It is easy to let the hours fly by, only to be left with 2 or 3 options still wondering "what is the best?"
The large this time in the history of the goods and services is that there are more opportunities for businesses to really shine. Watch all cheap crap that exists today. We live in a disposable culture believe that new and shinier is better and it's ok to buy a new umbrella every year since 5 dollars you just bought broke the first windy day. A few companies of this and create quality products and then back up with unmatched customer service and return policy as "made in China" attitude cannot contain a candle. Zappos (zappos.com) is a good example of this.
They sell shoes online, offers outstanding products, it has awesome customer service and if you don't like Madden's UPS just dropped at your doorstep, shipping is free both ways. Other companies such as sporting good outlet REI are examples of how big a store can be in a sea of disappointment. Join their co-op and pay dividends per year. They also guarantees the products they sell for life. Did you hear that? For life. Bought to Cycling shirt in 2007 and left the sleeve coming unstitched? They will replace it. Rarely do you see "lifetime warranty" or "Unconditional return" anymore. Companies that are not behind the products that will fall apart quickly.
The good news is these quality resellers who are out to find them, you only need to look much more difficult. Winston Churchill said "responsibility is the price of greatness." We challenge companies to stop watching only gains, review their current policies and consider responsible. And for Zappos and REI world, thank you.