Progressive Markdown – Using the wisdom of crowds to reach the right price point

A retailer puts a new product in a store. It doesn’t sell very well so they reduce the price. It sells a little better but they still have plenty in stock so they reduce the price even further. It sells at a more usual rate so they keep it at that price until the stock sells through. 

Value is a subjective thing. A product is only worth what someone will pay for it, so progressively reducing the price of the product until it matches the customers perceived value is a surer means of hitting the right price point. It’s more customer-focused than pricing a product by margin targets. 

For businesses where space is at a premium and the cost of holding on to non-selling products is as important as the margins achieved by selling the products, progressive markdowns are a great way of letting the customers tell the business how much the business should be charging them. 

Suddenly I was surrounded

There I was sitting in my car minding my own business and quietly tapping away on my laptop when I noticed a man in his fifties standing near my car with a mobile phone in his hand. 
A couple of seconds later a car pulled up and out got another man with a mobile phone. Then a young couple joined them also holding mobile phones. In less than a minute I was surrounded by about fifteen mobile phone wielding maniacs. 

A woman in her fifties drove up and parked her car in front of mine, blocking me in. She leaned out of the window and called to the group, “Is he one of us?”. For a moment I considered leaning out of my window to reply, but as they outnumbered the normal people I thought better of it. Then she yelled again to the group, “Are we going in?”, like they were about to launch a military strike. “50 seconds!” came the reply from the leader of the group. Then, in unison they all began taping furiously on their phones. I glanced nervously at the woman-in-the-car’s screen and saw an orange dragon-looking creature getting punished by her finger tip. 

Ah, I thought, as it suddenly all made sense. Pokemon Go. A group of grown adults were meeting up on a cold, dark night to collect imaginary creatures on their phones. Then the woman-in-the-car said, “We’re going to the pub.”, and as quickly as they had arrived, they were gone. 

How Hallmark UK does ecommerce for cards

Cards are a difficult thing to sell online. The average basket value is likely to be very low and customer expect low delivery costs and fast delivery, not only because that’s what most customer expect from online retailers but also because people only buy cards when they need them. Very few people buy cards in plenty of time, more people and more likely to think about buying cards just a few days before they need it. All of these things make selling cards online a challenge.

Hallmark UK website

Hallmark cards website

Back in 2014, if you visited the Hallmark UK website you could buy all kinds of cards and gifts.

Since 2015, and if you visit today in 2017, the Shop page is just a big link to Amazon.

Hallmark cards website amazon

The website banner links to a Greetings Card Shop page on Amazon.co.uk.

Hallmark cards amazon

The page on Amazon is called ‘Greeting Card Shop’, so Hallmark doesn’t even link to it’s brand page on Amazon, which suggests that perhaps they have found it more profitable to supply Amazon with greetings cards rather than sell them themselves.

If a retailer like Hallmark finds supplying Amazon more profitable than running their own ecommerce site, then it lends more weight to the opinion that Amazon is taking over ecommerce.

Ecommerce pricing: ending with .99 or .00? 

The story goes that back in the days when everyone paid cash shop keepers would price all of their products with 99p on the end. They did this knowing that most customers would pay with a higher amount and expect their 1p change. This meant that shop staff would have to ring up the sale on the shops till in order to get that 1p change for the customer making the transaction recordable on the till roll and reducing stealing from staff pocketing the money the customer paid.

However true or not this old story is, it’s interesting to think about how products are priced on websites; whether prices ending in 99p have any psychological effect on customers, and whether prices ending in 00 offer a better customer experience.

Pricing products with 99p on the end can have the effect of making customers think they are getting a better deal as it keeps a product below certain thresholds. 19.99 seems a lot less than 20.00. This comes from the denominations of our notes and even though it is only 1p different, pricing something at 20.01 would seem disportionately higher than being below that threshold.

Pricing products with .00 seems like it would be better for customers as it would make adding up their order total easier. But of course the basket page on the site does this for them, so are there any advantages to pricing with .00? It could reduce the number of characters in a price as if a product is 39.00 then 39 might be just as good, but John Lewis prices most of its products with .00 on the end. I wonder if it’s something they’ve tested.

What about pricing ending in 47p or 28p or any other number? Pricing on marketplaces like Ebay and Amazon often uses other numbers as it can affect the ranking of the product and make or break a sale for price sensitive customers. But retailers websites don’t do this. More often than not their pricing reflects the pricing in store which usually ends in .99 or .00.

Ecommerce Product Development: Beware of robbing Peter to pay Paul

So, you have a product that is performing well, and following customer feedback you think you can make some changes and develop a new improved product.

The new improved version is a bit more complex so it costs a bit more to produce but customers like it and it starts to out-perform the original product. Overall, sales are up, but of course they are now spread over two products. That’s twice the storage costs, twice the merchandising time, etc.

Customer feedback suggests further improvements and so version three of the product gets developed with increased complexity and consequently reduced margin. Again, sales increase a bit as the product better meets customer needs but margin and costs make the new products less profitable than the original.

Are you crazy busy? 

Why do we use words associated with mental illness to describe how busy we are?

“It’s been a crazy day”, “His calendar is bonkers”, “I’m insanely busy next week”.

Is it because on some level we all recognise that being too busy leads to stress and poor mental health?

A bot to help you choose the perfect Christmas card 

The British Heart Foundation has over a hundred Christmas cards in this year’s range. That’s a lot to choose from.

So, what people need, what they really really need, is a bot that can choose the perfect Christmas card for them. So, that’s what I did. I made my Interniser bot with a simple conversational flow that would select from the range of British Heart Foundation Christmas cards and suggest them to people chatting to the bot.

To make the bot do a bit more than just choose from a list of Christmas cards and to get a bit more engagement, the first few interactions are the bot asking some Christmas -related questions as a kind of personality test to help it determine the perfect Christmas card for the user. The bot then suggests a Christmas card and asks the human if they’d like to see another (just in case the suggestion wasn’t perfect).

From idea to implementation took less than three hours. One of my testers suggested that the questions could be used to select a persons choice of Christmas cards based upon useful questions that match the product filters on the website, such as “Do you want Christmas cards with glitter?”. Maybe that could be the next iteration.

To give the bot a try, just click Get started on Messenger or go to the Interniser Facebook page and start messaging from there.