The company’s loyalty program performed well. Though Jim's cash is a bit constrained, he’s expanded the effort. He’s still looking for ways to make the company more attractive to investors.
Negative comments about shipping continued, but every time Jim ran the numbers it was clear that they had to charge for shipping if they wanted to make money. He poured through the numbers and the most loyal customers didn’t seem to complain about the charges. He worked with Sharon and determined that the loudest complainers on social media often didn’t even purchase the product.
He decided to offer discounts on shipping if customers ordered bundles or multiples where they had a little extra margin. Jim wanted to ensure that he made money every time something went out the door.
Choice: Maintain Charges
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