Wasn’t actually shopping, but was testing and found links just going nowhere as web devs do when they are still working on it.
Makes you realise that with massive budgets you can still make really simple mistakes that make transactions impossible. (Unless they were just blocking me, which is possible since the music industry and I haven’t always gotten on…)
It did make me go “Hmmmm, not good Sony” which always reminds me of Jan Carlzon from Scandinavian Air, who introduced to me (via Phil my uni lecturer) to the concept of Moments of Truth - where every thing you do impacts your brand perception.
Don’t clean the tray tables and customers start wondering if you look after your engines?
Don’t make links work on your home page and maybe your eCommerce isn’t so secure?
What moments of truth are impeding your customers from loving you wholly and passionately?
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