Rethink customer fees

By Bob Williams, Leave a comment | Posted October 16th, 2010 in Customer Focus, eCommerce, Ideas

Last year I wrote about guidelines for charging extra fees on internet purchases. In that post I recorded some practical tips about how to explain additive fees on the internet in a customer friendly way. Fees have been on my mind again this week in large part because they are now an intertwined part of [...]

Rethink text book distribution

By Bob Williams, One comment | Posted August 26th, 2010 in Customer Focus, Ideas

Text books are made for the education and instruction of students in our society right? Well, that’s the academic answer at least. Certainly the amount of money in the text book industry is benefiting a load of people in the value chain. Authors, publishers, distributors, retail stores, etc.

But really. Have you seen a student [...]