{"id":889,"date":"2007-08-28T22:07:13","date_gmt":"2007-08-28T21:07:13","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/2007\/08\/is-this-the-latest-method-of-boosting-profits-at-bigcompanycom.htm"},"modified":"2007-09-04T09:27:35","modified_gmt":"2007-09-04T08:27:35","slug":"is-this-the-latest-method-of-boosting-profits-at-bigcompanycom","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2007\/08\/is-this-the-latest-method-of-boosting-profits-at-bigcompanycom.htm","title":{"rendered":"Is this the latest method of boosting profits at bigcompany.com?"},"content":{"rendered":"<p>I&#8217;m starting to wonder if I&#8217;ve uncovered their latest method of boosting profits for a large UK-based retailer with an international presence.  As much as I dislike the company in question, I&#8217;m familiar with their product range and they considerably less expensive than <a href=\"http:\/\/www.waitrose.com\/\">where I would prefer to shop<\/a>.  Every couple of weeks I place an order with <em>bigcompany<\/em>.com* and it feels like every time I have to ask for something to be refunded (not counting the normal substitutions, which they always deal with at the point of delivery).  At this point I&#8217;m faced with calling them (at my cost, admittedly local rate, but last time I tried, I was placed on hold for 22 minutes before I gave up because the call had cost more than the mistake was worth) or e-mailing (and, confusingly, the order confirmation comes from customer.services@<em>bigcompany<\/em>.com but the online customer service desk is at online@<em>bigcompany<\/em>.co.uk!).<\/p>\n<p>We&#8217;re not talking large sums here &#8211; typically between 1 and 3.5% of the guide price for my order but if extrapolated over many customers (who may or may not notice the error) the figures could potentially become quite large.<\/p>\n<table>\n<thead>\n<th>Order date<\/th>\n<th>Order value (guide price)<\/th>\n<th>Value of error<\/th>\n<th>Potential increase in <em>bigcompany<\/em>.com&#8217;s revenue (if I hadn&#8217;t spotted the mistake)<\/th>\n<\/thead>\n<tbody>\n<tr class=\"even\">\n<td>3 July 2007<\/td>\n<td>\u00c2\u00a3116.14<\/td>\n<td>\u00c2\u00a31.94 (meat which went off before it&#8217;s use-by date, despite being refrigerated from the point of delivery onwards)<\/td>\n<td>1.67%<\/td>\n<\/tr>\n<tr class=\"odd\">\n<td>17 July 2007<\/td>\n<td>\u00c2\u00a3215.22<\/td>\n<td>\u00c2\u00a36.41 (mistakes with substitutions and multiple charges)<\/td>\n<td>2.97%<\/td>\n<\/tr>\n<tr class=\"even\">\n<td>14 August 2007<\/td>\n<td>\u00c2\u00a3180.46<\/td>\n<td>\u00c2\u00a31.85 (missing bag of potatoes)<\/td>\n<td>1.03%<\/td>\n<\/tr>\n<tr class=\"odd\">\n<td>29 August 2007<\/td>\n<td>\u00c2\u00a3113.98<\/td>\n<td>\u00c2\u00a33.99 (missing box of breakfast cereal)<\/td>\n<td>3.5%<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>To be fair to <em>bigcompany<\/em>.com, they always respond with an apology and a refund but at what point does a series of mistakes (which I may or may not have noticed) become a pattern? And when does a pattern of mistakes become accepted business practice?<\/p>\n<p>Of course, this post is based almost entirely upon speculation (together with my customer experience) and I&#8217;m sure that such a reputable retailer would not seriously consider defrauding its customers but I don&#8217;t imagine there are many online businesses that could sustain such a poor inventory\/delivery\/billing effort.  <\/p>\n<p>* Name changed to protect the potentially innocent.  Despite the preceding paragraph, I don&#8217;t fancy being sued for libel and the retailer in question&#8217;s resources to pay for legal representation are almost infinitely more than mine, so I&#8217;m avoiding using their name here; however <em>bigcompany<\/em>.com is a pseudonym for the online business of an extremely profitable company.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I&#8217;m starting to wonder if I&#8217;ve uncovered their latest method of boosting profits for a large UK-based retailer with an international presence. As much as I dislike the company in question, I&#8217;m familiar with their product range and they considerably less expensive than where I would prefer to shop. Every couple of weeks I place &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2007\/08\/is-this-the-latest-method-of-boosting-profits-at-bigcompanycom.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Is this the latest method of boosting profits at bigcompany.com?<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[38],"tags":[68],"class_list":["post-889","post","type-post","status-publish","format-standard","hentry","category-inane-waffle","tag-www"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Is this the latest method of boosting profits at bigcompany.com? - markwilson.it<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2007\/08\/is-this-the-latest-method-of-boosting-profits-at-bigcompanycom.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Is this the latest method of boosting profits at bigcompany.com? - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"I&#8217;m starting to wonder if I&#8217;ve uncovered their latest method of boosting profits for a large UK-based retailer with an international presence. 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Of course, it's a massive over-simplification* but, fundamentally, this is what business is about. \u00a0I've left out all of the juicy\u2026","rel":"","context":"In &quot;Waffle and randomness&quot;","block_context":{"text":"Waffle and randomness","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/inane-waffle"},"img":{"alt_text":"Look after the pennies and the pounds will look after themselves","src":"https:\/\/i0.wp.com\/farm3.staticflickr.com\/2680\/4052671706_914d50505b_m.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":4409,"url":"https:\/\/www.markwilson.co.uk\/blog\/2013\/09\/wheel-fortune.htm","url_meta":{"origin":889,"position":1},"title":"The &#8220;wheel of fortune&#8221;","author":"Mark Wilson","date":"Tuesday 24 September 2013","format":false,"excerpt":"Last week, I wrote about the White Book of Big Data - a publication I co-authored last year at Fujitsu. One of the more interesting (for me) sections of the document was an idea from one of my colleagues, providing a model to determine next steps in forming a strategy\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":687,"url":"https:\/\/www.markwilson.co.uk\/blog\/2007\/02\/improving-search-engine-placement.htm","url_meta":{"origin":889,"position":2},"title":"Improving search engine placement (without breaking the rules)","author":"Mark Wilson","date":"Tuesday 6 February 2007","format":false,"excerpt":"Search engine optimisation (SEO) has a bad reputation. That's tough for SEOs but unfortunately it's a side-effect of black hat SEO techniques. I haven't knowingly used any SEO techniques as this blog is really just a hobby of mine. I enjoy writing for it, find it a good place to\u2026","rel":"","context":"In \"Search\"","block_context":{"text":"Search","link":"https:\/\/www.markwilson.co.uk\/blog\/tag\/search"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":8758,"url":"https:\/\/www.markwilson.co.uk\/blog\/2024\/05\/some-thoughts-on-the-hype-around-artificial-intelligence.htm","url_meta":{"origin":889,"position":3},"title":"Some thoughts on the hype around artificial intelligence","author":"Mark Wilson","date":"Wednesday 1 May 2024","format":false,"excerpt":"A couple of weeks ago, I wrote something on LinkedIn. It was only supposed to be a short piece. It ended up long enough for a blog post, so I'm re-publishing it here... In a week that seems to have had more than its fair share of truly bad AI\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/LinkedIn-Logo.jpg?fit=1200%2C675&ssl=1&resize=350%2C200","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/LinkedIn-Logo.jpg?fit=1200%2C675&ssl=1&resize=350%2C200 1x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/LinkedIn-Logo.jpg?fit=1200%2C675&ssl=1&resize=525%2C300 1.5x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/LinkedIn-Logo.jpg?fit=1200%2C675&ssl=1&resize=700%2C400 2x, https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/uploads\/LinkedIn-Logo.jpg?fit=1200%2C675&ssl=1&resize=1050%2C600 3x"},"classes":[]},{"id":4956,"url":"https:\/\/www.markwilson.co.uk\/blog\/2013\/07\/margin-or-markup.htm","url_meta":{"origin":889,"position":4},"title":"Margin, or markup?","author":"Mark Wilson","date":"Thursday 11 July 2013","format":false,"excerpt":"A big chunk of my current role involves trying to convert a capability unit (with some great skills in the team, it has to be said) into a profitable business. That's not necessarily easy - changing a culture created over years where utilisation was king - as long as we\u2026","rel":"","context":"In &quot;Waffle and randomness&quot;","block_context":{"text":"Waffle and randomness","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/inane-waffle"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2893,"url":"https:\/\/www.markwilson.co.uk\/blog\/2011\/07\/re-architecting-for-the-cloud-and-lower-costs.htm","url_meta":{"origin":889,"position":5},"title":"Re-architecting for the cloud and lower costs","author":"Mark Wilson","date":"Thursday 21 July 2011","format":false,"excerpt":"One of the presentations I saw at the recent London Cloud Camp (and again at \u00c2\u00a0Unvirtual) was Justin McCormack (@justinmccormack)'s lightning talk on \"re-architecting for the 'green' cloud and lower costs\" (is re-architecting a word? I don't think so but re-designing doesn't mean the same in this context!). Justin has\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/889","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/comments?post=889"}],"version-history":[{"count":0,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/posts\/889\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/media?parent=889"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/categories?post=889"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.markwilson.co.uk\/blog\/wp-json\/wp\/v2\/tags?post=889"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}