Different forms of marketing work on different people. This one works on me. I'm going to shop at Amazon and Costco because, in the very few instances where I want to return an item that didn't live up to its promise, I can do so without incurring penalties.
When this happens, I'm already frustrated. I assembled a floor lamp for far longer than an adult should spend assembling it, and it's wobbly as shit. A corporation than nickel-and-dimes me at this point will incur my irrational wrath. Canadian Tire (a big box retailer of mostly low-quality wares here in Canada) has lost my business over a decade ago because of this. I tell myself: most Canadians are meek sheep that will return after being told "well akshually you can't return this because technically blah blah", but I'm not a sucker, I won't shop here on principle.
A company that doesn't create this experience for me will get my business and exploit whatever other blind spots I have with their marketing, dark patterns, opaque pricing, etc, because they didn't piss me off when I was ready to walk away for good.
Different forms of marketing work on different people. This one works on me. I'm going to shop at Amazon and Costco because, in the very few instances where I want to return an item that didn't live up to its promise, I can do so without incurring penalties.
When this happens, I'm already frustrated. I assembled a floor lamp for far longer than an adult should spend assembling it, and it's wobbly as shit. A corporation than nickel-and-dimes me at this point will incur my irrational wrath. Canadian Tire (a big box retailer of mostly low-quality wares here in Canada) has lost my business over a decade ago because of this. I tell myself: most Canadians are meek sheep that will return after being told "well akshually you can't return this because technically blah blah", but I'm not a sucker, I won't shop here on principle.
A company that doesn't create this experience for me will get my business and exploit whatever other blind spots I have with their marketing, dark patterns, opaque pricing, etc, because they didn't piss me off when I was ready to walk away for good.