Too Complicated to Buy?

Optimize your processes for the norm, not the exception. Fraud accounts for less then 0.5 percent of our sales, but we were so paranoid about it, we had processes in place that made ordering through our call center painful for regular, loyal customers. Make sure the policies you have in place don't adversely affect the people who are buying from you on a regular basis.

—Nikhil Behl, VP, sales and support, HP Home and Home Office