Charging everyone the same thing and treating everyone the same way, as retailers do today, is 'Six Sigma' thinking which is great for producing widgets on a production line, but it makes no sense in a world where customers are inherently different.

I figured the process of someone standing at a shelf and deciding what juice to buy is going to be very different than someone sitting at the computer clicking through a bunch of different books or CDs-until I actually looked at the data, and it turned out that the patterns were remarkably similar.

Retailers are treating everyone the same way who walks in their stores and this doesn't make sense in the world we live in where all customers are not equal.