The Psychology Of Home Shopping

McArdle takes on QVC in the latest issue:

The QVC process is so finely calibrated that a producer watches call volume in real time; whenever it spikes, the host hears a voice in his or her ear: “Whatever you just said, say it again. It’s working.” The lessons are disseminated to other hosts, and to the product spokespeople, who must spend hours training before they may present their products on air.