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Value skew: What discernible difference ultimately turned you into a buyer or x-buyer?

Jadus

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On the negative side, during the rioting that took place in 2020, I was using an app on my eCommerce store called Privy. It provided a pop-up to capture email addresses for my list. The owner sent out a nauseating letter, basically apologizing for his whiteness and saying how they would be donating to BLM and other black organizations.

I wrote back and told him how I considered BLM to be a racist, marxist and terrorist organization. I didn't want the money I was paying for the app to be going there. (By the way, the founders of BLM just bought a multi-million dollar mansion in California for themselves).

I soon realized that Klavio, which I was already using, had it's own pop-up form. So, I dropped Privy and started using it instead. Getting into politics is definitely a negative skew for a company. You're going to lose half your audience, whichever way you go.
 
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Aditya Gunjal

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Service provider- Amazon
Product provider - muscleblaze
Product- peanut butter
While searching for reliable peanut butter with zero trans fat and moderate to less "saturated" fats(and preservatives),i found that most of the stores that i know of in about 5 to 6km radius had products that did not qualified for required criteria.
Here comes first positive skew from amazon- provided service for product that i was searching for (with reviews)
2nd positive skew- muscleblaze provided peanut butter with zero trans fat and with fibers in it and chocolate flavour.
3rd - they also provided coupons for other products with discount
*4th - after reading reviews, most of which were asking about bigger package (1kg), they upgraded the current package of 750gm to 1kg with little price increase.
There are some negative skew too but they can vary person to person (for ex preservatives that are allergic)
 

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On the negative side, during the rioting that took place in 2020, I was using an app on my eCommerce store called Privy. It provided a pop-up to capture email addresses for my list. The owner sent out a nauseating letter, basically apologizing for his whiteness and saying how they would be donating to BLM and other black organizations.

I wrote back and told him how I considered BLM to be a racist, marxist and terrorist organization. I didn't want the money I was paying for the app to be going there. (By the way, the founders of BLM just bought a multi-million dollar mansion in California for themselves).

I soon realized that Klavio, which I was already using, had it's own pop-up form. So, I dropped Privy and started using it instead. Getting into politics is definitely a negative skew for a company. You're going to lose half your audience, whichever way you go.

Do not speak in definitive terms about people, politics or ideas. The idea may be wrong to you, but it exists because it is right to someone else. This is a fast way to lose your audience.
 

Jadus

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Do not speak in definitive terms about people, politics or ideas. The idea may be wrong to you, but it exists because it is right to someone else. This is a fast way to lose your audience.
I'm not sure if you're agreeing with me or criticizing me. I'll express my opinions here and in other media as an individual. I'm not trying to build an audience. But I would never bring up politics in any communication to my customers, which is what that company (and many others) did.
 
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Antifragile

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I'm not sure if you're agreeing with me or criticizing me. I'll express my opinions here and in other media as an individual. I'm not trying to build an audience. But I would never bring up politics in any communication to my customers, which is what that company (and many others) did.

I agree with your position on businesses not “taking a stand” on politics. That should be left to us as individuals. Customer loyalty is fragile at best of times, it’s sad when people start mixing their personal feelings with business core competencies. It’s more and more popular these days, and I don’t understand anyone who does that. Seems to have unlimited downside and no real upside.

Just look at Netflix’s loss of customers.
 

Train

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My example of positive value skew making me a happy and loyal customer is my local dentist's office.

Positive value skew:
  1. Quick service. I'm not left waiting an hour in the lobby and then another half hour in the patient chair.
  2. "Bedside manner" is decent to great. The dentist is very warm, empathetic, AND professional in performing her duties. I see too many doctors who act like automatons.
  3. The dental work is usually quick, efficient, and lasting. The dentist is very thorough and methodical in her work. Zero sloppiness.
  4. The front office is efficient, quick to respond, and accomodating. They were able to accommodate a request to ship Invisalign trays out to another state.
  5. The offices are clean, in good condition, and look very professional. I don't feel like I'm getting teeth drilled in some hole in a wall.
Negatives include just some miscommunication in coordinating the shipping of Invisalign trays but it's minor and not that troublesome to me. I'm happy they even do that.

The only other negative is the dentist is in a rush from patient to patient but they MORE than make up for it with their great work AND "bedside manner." I've had doctors rush me out of offices like some cattle and feel almost dirty I did business with them. Not the case here.

To summarize, customer service is king for me in being a loyal customer to this place. And what's fascinating to me is they didn't need to innovate some cutting-edge tech to lure me in. It's a "forever" business providing regular service like a flower shop, pizza shop, etc.
 

Kevin88660

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I think it would be great to have a discussion on value skew as it works in the real world. Mainly, post your experience with a product or service you recently bought, and the core buying reason WHY you bought it.

Or, post negative skew items, a core reason WHY you STOPPED buying from a particular company.

I'll copy an example of "negative skew" from @biophase who posted this recently in the Random Chat thread.

This will give us a great digest of value attributes that compel purchases in business, or compel x-buyers. The more discernible skew you present in your offer, the more sales you will attract. The less negative skew in your offer, the fewer buyers you will lose.

Simple examples of skew:
  • They answered my email in 1 hour!
  • They had this great feature that no one else had!
  • They were $12 cheaper per month
  • They had an ingredient I was looking for
  • Just liked the packaging
  • They had a great cause that spoke to my identity
Note: Your skew could also be an experience relating to customer loyalty: Wow, Widget Company did X for me and that really makes me loyal to them!

Simple examples of negative skew:
  • Too many upsells in the cart process!
  • Confusing checkout process
  • Shipping prices were insane
  • Contained an ingredient I don't want (Aspartame, Red-40)
  • The company turned into a political activist or became "woke" or "anti-woke"
  • Failed to answer my support question timely
Ill start.

I recently joined a fitness program and after I subscribed, the company offered me a "free fitness accessory". Naturally, I expected the item to be FREE, but have a $12 shipping cost -- so it still was a profit center. To my surprise, the item WAS free, and so was shipping! This totally increased my loyalty to this company.
They give what I want at the time.

It is largely binary (so long not too expensive). It either fulfills the need or not.

When I go cafe to have coffee, meal or do work I need plenty charging portals for my laptop. I don’t care if your food is horrible. Indeed the one I chose does have pretty bad food.

In term of retail shopping I need good advisory. I am rather disappointed in one the major electronic retail shop staffs’s inadequate expertise leading me to buy power banks that could not charge my laptop, even having me showing them the specs at back of the laptop.

I don’t really care if I pay 30 or 50 dollar more compared to buying online. I need assurance that the specification fits my device. I cannot afford to go to a war and having the rifle couldn’t load my rounds as they don’t fit.

So when I visit a retail mall I need advisory that could help me buy the right thing in a single trip.

Another rule is I hate trickery and playing mind games. Business that do that turn me off. I find that my grab taxi app (a uber variant) keep doing that to me, marking the fixed fare extremely high, at the same time delaying my time in getting a variable fare taxi service (count by meter), hoping that I am price insensitive and time sensitive.

The problem is when you feel that someone tries to rip you off your defence mechanism jumps right to the roof (at least for me). It triggers the fight instinct to just keep pressing call for variable fare taxi and wait (take out my laptop to do my stuff) or try to walk to the taxi stand. I feel that I am in a battle that I don’t want to lose. I rather donate 20 dollar to charity than to lose one dollar to a “scammer”.
 
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Antifragile

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Here is a positive value skew for where we bought our house. Our location is just minutes away from downtown AND this:

59D4358D-42C8-4D23-ABB8-635F551029A9.jpeg
 

Antifragile

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Bought this recorder, because vloggers I knew said it does it's job great. Company could not F*ck up their marketing bad enough for me not to buy it.
IMG_20220423_181422.jpg

On the other hand, switched from Premiere pro to Davinci Studio, just because it does not crash every second day & no need to be on intravenous payments for the rest of my life.
 

S.Y.

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ToDoist
Few years back, I needed a great app to manage my tasks. After researching plenty of them, I gave todoist a go and started their free trial. By the end of the trial, I had barely used the tool because of other priorities that took most of my time. Came time to the end of the trial, I cancelled. Rep reached out by email asking why I decided to not continue. I explained that I, unfortunately, did not have the time to test. He replied back within 30 min and told me he re-started the trial period. Have been a user since then.

On the flip side Evernote.... sigh. I have plenty of notes, and accessing them from everywhere is important to me. I gave Evernote premium a try when it was still in its infancy. And it was great. Access to my notes on all the devices I want, simple app that just works, amazing web clipper... I was hooked. As time passed, they gradually went from being innovators to having a clunky software and an infuriating pricing structure. I found Obsidian which is not only use local notes (no proprietary file, just a simple markdown - so better privacy), is flexible and powerful.

Freeletics: "AI" coach. Simple app, good workouts from anywhere...

Lufa farms: food delivery service of local products; convenient and healthy while supporting the local community.

oura ring: great sleep tracker on your finger. The form won me over. I track my fitness level with a watch but hate sleeping with it.
 

Jadus

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On the flip side Evernote.... sigh. I have plenty of notes, and accessing them from everywhere is important to me. I gave Evernote premium a try when it was still in its infancy. And it was great. Access to my notes on all the devices I want, simple app that just works, amazing web clipper... I was hooked. As time passed, they gradually went from being innovators to having a clunky software and an infuriating pricing structure. I found Obsidian which is not only use local notes (no proprietary file, just a simple markdown - so better privacy), is flexible and powerful.
I used Evernote back in the day and realized a little too late that they had a proprietary file structure. I couldn't do anything with the notes outside of Evernote. Obsidian sounds better but I found that going back to the basics was best for me. Files in folders. Simple as that.
 
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S.Y.

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I used Evernote back in the day and realized a little too late that they had a proprietary file structure. I couldn't do anything with the notes outside of Evernote. Obsidian sounds better but I found that going back to the basics was best for me. Files in folders. Simple as that.
Obsidian is the basics. I can open my file with any standard text file app. That's one of the main reasons why I selected it. The other is the powerful tools the community brings. I am on a journey to expand what the author David Epstein calls my range, the skills that will make me fit into the polymath/generalist category. With Obsidian, I can connect thoughts, build convenient maps of contents, and when I have time, random select notes to encourage serendipity.

Screen Shot 2022-04-24 at 6.32.16 AM.png
 
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Antifragile

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2. Because of the pandemic, many retail bike stores were shut down and move to online sales. That's great, it's the future. I was in the market for a new gravel bike. The ability to walk into a store and have a look, touch, feel of the bike you want has become a value skew! Instead of the shop I used to buy from (that re-invented itself as an internet business now), I went to a new store, closer to home that had doubled down on the old way of retail! I talked to a guy who helped me choose the right bike and I ordered it.

Ha! I was right… and the store I switched from just emailed all past clients an announcement!

28D65836-4041-42A9-B5E9-2B0C8C9FE1DD.png
 

MJ DeMarco

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Another example...

I've mentioned Native Deodorant several times (sold for $100M to Proctor/Gamble) about how they skewed a boring industry. Here is their body wash product, and how they created skew...

IMG_2403.JPG

All labels of personal care products seem like a chemistry list. Instead of accept that as the way things are, or how business is always done, they observed the normalcy and changed it through skew. They deciphered the chemicals... a simple idea creates positive value skew.
 
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SPM_ENT

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Negative Skew: Payroll, switched from ADP to Gusto.

ADP had me waiting 4 hours for a call back for support to answer simple questions. Gusto answers the phone within a few minutes every time I call. The platform is also pretty intuitive. Ease of use and support are usually my #1 priorities.

I'll finish with a positive skew... bought a new to me Gretsch. Compared to my previous guitar it sounds amazing (plugged in or not), and it looks awesome on my wall.

unnamed.jpg
 

MJ DeMarco

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Negative Skew: Payroll, switched from ADP to Gusto.

Nice, I'm thinking about switching to Gusto from Quickbooks Payroll ... same type of BS, any type of call to the company gets no where, and costs me hours of time and frustration.

Also, I dropped Quickbooks Accounting in favor of Zip--Books which is 10X better.

Anything Intuit buys turns to dogshit, MailCheat(Chimp) their latest victim.
 
G

Guest-5ty5s4

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Nice, I'm thinking about switching to Gusto from Quickbooks Payroll ... same type of BS, any type of call to the company gets no where, and costs me hours of time and frustration.

Also, I dropped Quickbooks Accounting in favor of Zip--Books which is 10X better.

Anything Intuit buys turns to dogshit, MailCheat(Chimp) their latest victim.
Just signed up for ZipBooks.

Value Skew: They have a free option.
 
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SPM_ENT

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Nice, I'm thinking about switching to Gusto from Quickbooks Payroll ... same type of BS, any type of call to the company gets no where, and costs me hours of time and frustration.

Also, I dropped Quickbooks Accounting in favor of Zip--Books which is 10X better.

Anything Intuit buys turns to dogshit, MailCheat(Chimp) their latest victim.
My limited experience with Gusto seems positive but still too early to give 100% recommendations on.

Ya, QBO just go 4x more expensive because I needed more in my chart of accounts . I would like to replace it but for now, it's not worth my time to find and learn another platform. Focusing on more clients which will pay for the BS extras from intuit.
 

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This is an interesting one...
Yesterday I went into a car accessories and parts store to buy some bug remover spray for my car (we just got back from holiday), I went over to the shelves and after a little reviewing, I went with the product brand I'm most familiar with and have used for years. It's one of the more expensive brands but I justify this because other washing sprays have worked really well from that brand so I stick with what I know works.
When I get tone counter, the young man serving says that if I'm interested and willing to vier away from that brand, their is another - much cheaper product - that he's just used on his car that worked exceptionally well, and I should really consider giving that a try and I would save myself x amount of dollars (in this case it was 60 percent cheaper than what I'd picked).
I purchased the cheaper item based on his attitude, his own successful use story and perceived genuineness. And, it worked perfectly.
Whilst the company lost some money yesterday, I will return there and buy more products, and I believe I will honestly spend more there in the long run as a result of his honesty.

To me, this showed me the value of a longer term positive skew, rather than a quick win skew.
Curious to know other people's thoughts on this man's "down selling" me.
 

MJ DeMarco

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To me, this showed me the value of a longer term positive skew, rather than a quick win skew.
Curious to know other people's thoughts on this man's "down selling" me.

Absolutely, he put YOU first over his company's profitability. The short-term effect is less profit... the long term effect (thru honesty) is MORE profit.
 
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socaldude

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Absolutely, he put YOU first over his company's profitability. The short-term effect is less profit... the long term effect (thru honesty) is MORE profit

Some businesses have completely lost their minds the way they treat their customers. Like your not even human. It’s like treating your spouse like crap then expecting something else. They even expect to get away with it too.
 

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I subscribed to Internxt yesterday, a cloud storage service. I've been tired of copying and pasting files between my desktop and laptop (and sometimes making mistakes and losing time wondering which versions were up to date and which were not). I didn't want to use Dropbox, which solved this problem a long time ago, or Google Drive as I don't trust these guys privacy wise. What's the skew with Internxt ? Zero-knowledge encryption. Plus, incidentally, I prefer to support a startup moving the needle rather than a behemoth whose principles I dislike.

Here's another one. I'm almost done with a deep rehab on a multi unit building and considering building my own house soon. I know very well which contractors I'll keep working with and which I will not, and the skew is very obvious as this is what you hear all the time in this business: they answer the phone, you don't need to call them every other day for 2 weeks to get them to show up, they do the job at least correctly and in time. Simple.
 

MJ DeMarco

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Plus, incidentally, I prefer to support a startup moving the needle rather than a behemoth whose principles I dislike.

Just starting a small business and making it clear you are not some technocrat in itself, is a skew.

Given a choice between a small local company and some mega-giant, I 100% will choose the smaller company.

In fact, I just did this and had great joy dropping Intuit like a hot steaming pile of manure.
 
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One example of a positive value skew is the jewelry company Mene. One day my dad and I were discussing how much we disliked 14k and 18k gold, which is what you’ll mainly find in jewelry stores, even super expensive, high-end ones. I looked up “24k gold jewelry” online and found Mene, which at the time was the only store I could find selling 24k gold.

The prices are reasonable, many of the designs are really timeless and versatile, and I’ve worn my chain and pendant everyday for over a year (even sometimes in the shower and while sleeping), and it looks as good as new. It’s really interesting to see the prices on the website go up and down with the price of gold, and another interesting thing is that I think one of the founders is Picasso’s granddaughter.
 

Jpeveryday

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On the negative side, during the rioting that took place in 2020, I was using an app on my eCommerce store called Privy. It provided a pop-up to capture email addresses for my list. The owner sent out a nauseating letter, basically apologizing for his whiteness and saying how they would be donating to BLM and other black organizations.

I wrote back and told him how I considered BLM to be a racist, marxist and terrorist organization. I didn't want the money I was paying for the app to be going there. (By the way, the founders of BLM just bought a multi-million dollar mansion in California for themselves).

I soon realized that Klavio, which I was already using, had it's own pop-up form. So, I dropped Privy and started using it instead. Getting into politics is definitely a negative skew for a company. You're going to lose half your audience, whichever way you go.
Am black . Totally agree I sent out 100 of the types of emails to woke companies.
 

Jadus

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Here's another negative value skew. I know a lot of people love Amazon but my newest experience was the 3rd in a row of utter frustration. I don't use it very much. Mostly to send my mother things in the states. For the last several days I've been trying to get a Mother's Day gift sent to her.

Negative skew #1: I picked out a gift for her last weekend but the shipping was too fast. It would have arrived well before Mother's Day. So, I delayed placing the order. The next day, it was still going to arrive too fast, so I delayed again. I rechecked it today and now the item is no longer available! Not only that, literrally everything else has an arrival time for AFTER Mother's Day.

Negative skew #2: The next product I picked for a gift (that will now be late) is supposed have free shipping. It says it right on the listing:

Screen Shot 2022-05-05 at 11.59.45 AM.png

It also says it here:
Screen Shot 2022-05-05 at 11.59.29 AM.png

But then, when I actually get to checkout, it shows this:

Screen Shot 2022-05-05 at 12.19.04 PM.png

The only way to get free shipping is to join Prime. It doesn't mention that in the free shipping policy. To me, this is a deceitful practice. I know millions love Prime but I rarely order from Amazon and so I don't want to be paying for something that I won't use often. There is a 30 day trial, so I can just cancel it later, but that's a hassle to have to remember to do it. And if I forget, then I'm being charged for something I don't want.

Negative value skew #3: I wanted to call Amazon support to discuss this situation but finding a phone number on their website is next to impossible. I had to google it.

Negative value skew #4: Once I got connected to a real person, I was given absolutely zero satisfaction. There was no explanation for their bait and switch tactics. Nothing was offered to make me feel better about doing business with them.

I realize that it would be a tall order to go up against Amazon, but if someone with money could fix these negative skews; provide better shipping options, not try to deceive your customers, make it easy to get in touch with support and treat your customer like you'd want to be treated, there's a lot of opportunity there.
 
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MJ DeMarco

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In fact, I just did this and had great joy dropping Intuit like a hot steaming pile of manure.

Wow, Intuit being deceitful, call me not shocked.


I wanted to call Amazon support to discuss this situation

Yikes, not a good feeling. Like knowing you have to call the IRS, or Facebook support.
 

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An energy drink with a decent label and natural ingredients - Alani Nu

Non alcoholic beer with IPA flavor - Athletic Brewing Company
 

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