(17/40) The economics of business - Mattresses : No one appears excited about buying a mattress, but a lot of firms sure appear excited about selling them! Let's understand why! Ever seen someone going to an insurance agent with a smile on their face? Or getting excited about buying a new tyre to fix their flat? The mattress fall in the same infamous category of grudge purchases - that things people buy because they have to, not because they want to. The humble mattress gets replaced primarily if you're facing a back issue, or if the mattress is severely worn out or damaged - on average once in every ten years or so. So how do you win in a space like this? 1. Improve point of sale attractiveness: Despite the rise of online, an overwhelming majority of customers prefer getting their matteresses in physical stores. And the nature of the purchase (grudge, relatively undifferentiated) makes firms compete heavily on price. On average firms spend 10% of their topline on point of sale conversion - to push that reluctant customer into making the purchase. 2. Innovate to reduce grudge cycle length: The second way firms are attempting to address the issue is by bringing out innovations that makes the product aspirational, reducing the element of grudge! While global matteress firms have innovated primarily on comfort (think memory foam) back home we've also had leading players innovate on health (think neem infusion). The data on this however is mixed, with the average purchase cycle still constant at north of 11 years. 3. Innovate on packaging & return: The new bunch of DTC startups emerging in the space have primarily optimized on packaging and returns. These companies offer customers a better price eliminating middlemen, become cheaper to ship since they are vaccum shrunk before delivery, and offer peace of mind to customers since they come with anywhere between 10-100 days return. Surprisingly the return numbers on DTC matteresses are below 3-6%(almost inline with furniture returns), extremely low compared to the ~30% for traditional ecommerce - people just don't prefer returning bulky stuff! 4. Maintain strict cost discipline: When you're aware that the customer is not going to be too loose with their purse strings when making the purchase, maintain a razor-sharp focus on cost. Both the key raw materials for mattresses (TDI and Polyols) need a very disciplined supply chain and temperature controlled environments. The manufacturers of these are also fairly concentrated, driving the requirement of scale to get fair terms on your key cost item. As a gift to all those who made it this far, here's a special tid-bit on India's largest mattress manufacturer. Their brand is actually not owned by them, but rather a private subsidiary, with whom they have a 5 year contract and pay a royalty every year! LinkedIn for Creators #licreatoraccelerator
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Making Young Adults Financially Independent
1yWith grudge cycle length remaining stagnant and long, I wonder how do brands build customer loyalty especially when repeat purchase is non existent