We’re taking an in-depth look at how the giant craft supply store Michaels is missing out on a valuable upsell opportunity, and how you can take this lesson into your own business.
Today we’re talking about how a basic user feedback mechanism can translate into dollars. I share an extended experience I’ve had with my local craft store Michaels, and how a fun nostalgia moment turned into swearing off a whole part of the store.
And how they could both catch this user experience (customer experience), get return customers from it, and fix a big money leak in their checkout process to stop leaving money on the table.
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