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Shipping charges too high - 43% Total cost of purchase more expensive than anticipated - 36% Wanted to comparison shop at other Web sites before making a purchase - 27% Could not contact customer support to answer questions - 16% Forgot usernames and passwords for store accounts - 14%

44% of shoppers surveyed by the e-Tailing Group’s research in late 2006 reported they typically compare 3 stores when making a decision, and 84% cited free shipping as “very to most influential” when buying gifts online. It could very well be a dealbreaker between buying from you or a competitor. So online stores that offer free shipping have an advantage over stores that don’t, right? Not unless the free shipping message gets through to the customer.

Why be scarce? Scarcity creates fashion. People want something that others can't have. Lines create demand. People want something that others want. Scarcity also creates word of mouth, because people talk about lines and shortages and hot products. And finally, scarcity drives your product to the true believers, the ones most likely to spread the word and ignite the ideavirus. Because they expended effort to acquire your product or service, they're not only more likely to talk about it, but they've self-selected as the sort of person likely to talk about it.

Waiting in line is a very old-school way of dealing with scarcity. And treating new customers like old customers, treating unknown customers the same as high-value customers is painful and unnecessary. Principle 1: Use the internet to form a queue. If you have a scarce product, you almost certainly know it's scarce in advance. Instead of taxing customers by wasting their time, reward the early shoppers by taking orders online. A month before sale date, for example, tell them it's coming. If you sell out before ship date, that's great, because next time people will be even quicker to order when they hear about what you've got. (And you can do this in the real world, too--postcards with numbers or even playing cards work just fine.) A hot band that regularly sells out on the road, for example, could put a VIP serial number inside every CD or t-shirt they sell. Use that to pre-order your tix. Principle 2: Give the early adopters a reward. In the case of Apple, I would have made the first 100,000 phones a different color. Then, instead of the buyer being a hero for ten seconds, he gets to be a hero for a year. Principle 3: Treat different customers differently. Apple, for example, knows how to contact every single existing customer. Why not offer VIP status to big spenders? Or to those that make a lot of calls? Let them cut the line. It's not fair? What's fair mean? I can't think of anything more fair than treating the people who treat you well, better. Principle 4: When things happen in real time, you're way more likely to screw up. One of the giant advantages of the Net is that you can fix things before the whole world notices. Try to do your rollout in small sections, so you can fix mistakes before you hurt the very people you're trying to embrace. Principle 5: Give your early adopters a forum to celebrate. A place to brag or demonstrate or show off or share insights and ideas. Amplify the heroes, which is far better than amplifying the pain of standing in line.