27 Mar

Raanan Bar-Cohen

In the physical world, when you shop at a bodega you don’t instantly compare it to an experience at a high-end Dean & DeLuca. When you purchase headphones at the airport, you don’t compare it to the selection and speed of buying something at B&H.

But when we consume digital services or buy stuff online, something radically different happens — at least to me. I get very disappointed when any service doesn’t deliver what the very best service out there is doing. It’s to the point where I change my behavior or try to convince others to adopt the very best. It’s unfair, and doesn’t mirror the offline world, but it’s happening and I suspect it’s driving lots of consumer behaviors these days.

For example, when I purchase any physical product online, I expect shipping to take 2 days max, maybe even just one day. Which is what Amazon/Zappos has…

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