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Craig Reed, General Manager of Cross-Border at Avalara, discusses some of the ways cross-border tax compliance could impact customer experience over the festive period and how retailers can avoid it happening.  According to eMarketer, global e-commerce had a record year in 2020 by growing 26% to $4.2 trillion. For most retailers, online revenues peak during the festive period were up more…
The post Why tax could have a huge impact on cross-border customer experience? appeared first on Customer Experience Magazine.

It’s tempting to believe that powerful people and organizations are conspiring in secret to cause mysterious or unfair events to occur. The conspiracies supposedly involve dozens of people working across many time zones in complete secrecy.

That’s truly unlikely. Unlikely because cooperation of this sort is hard to find, especially among the powerful, and because it’s essentially impossible to keep it a secret.

What’s actually happening, right in front of us, all the time, is that systems are causing uncoordinated actions to occur. When banks, for example, create a cycle of more debt and higher interest rates for students, they didn’t need to have a secret meeting to pull that off. All they did was act within the system that they’ve built for themselves. When companies race offshore to pay ever less in taxes, no one coordinated that. It was a ratchet, a system that rewarded a race to the bottom. And even though the NCAA is an organized entity, it’s the system that has driven up the pay of college head coaches, not a secret conspiracy.

If we’d like the world to work better, more fairly and with more of a long-term view, we have to identify the systems that push participants to do the opposite. And then we need to consistently and persistently work to change the incentives that cause the entities in those systems to act the way they do.

The following analysis explains how Apple Store serves as the perfect website model, so you can implement these principles on your own ecommerce business as well based on an analysis of the reasons the Apple Store creates such a “wow” experience for its customers – most of these reasons are directly related to customer service: 7 Ways the Apple Store Serves as the Perfect Business Model
Instant appeal Intelligent high-value layout​ A personal, concierge feel​ Filtering and customized solutions ​Convenience​ ​Stellar customer service Personalized follow up

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Things decay.

We know precisely how many yoctoseconds it takes for half of a given amount of Hydrogen-7 to transform into ordinary hydrogen. And we know how old old things are because Carbon-14 loses half its mass every 5,700 years.

But ideas and cultural impact have a half-life as well.

Einstein wrote a paper 120 years ago that is still being discussed. It certainly had more of a cultural/scientific impact when it first arrived, but it lasted.

To Kill a Mockingbird has more cultural relevance today than a bestseller like The Bridges of Madison County, even though both were bestsellers at their peak. There are ten-year-old posts on this blog that still get a lot of traffic, and ones from a few weeks ago that are unlikely to be seen much in the future.

When marketers or leaders or artists show up to the culture with an idea, the immediate goal is to find traction and to change things. But the choice of medium, message and persistence have a lot to do with how long that impact will last.

Of the half a billion tweets that are tweeted every day on Twitter, perhaps a handful have a half-life of a year or more. Most fade away in a few yoctoseconds.

On the other hand, a peer-reviewed scientific paper probably has a higher average half-life. Darwin is still going strong.

Over the last few decades, there’s been a relentless move toward the yoctosecond–more ideas, lasting a shorter and shorter amount of time.

I’m not sure that we benefit from that, and if there’s a mismatch between how much work and focus an idea requires and it’s half-life, you’re likely to be disappointed.

Plan accordingly.