How Harman (JBL) protected $2.2M in revenue by eliminating friction

Harman (JBL) is a global leader in consumer electronics, operating multiple ecommerce storefronts worldwide. With a mandate to deliver seamless, high-converting digital experiences at scale, the company needed a reliable way to eliminate hidden friction, protect revenue, and build lasting customer trust.

Executive interviewed: Julian Charnas, Director of Digital Commerce

Executive summary

In the last 12 months, Harman’s digital commerce team used Noibu’s ecommerce analytics & monitoring platform to close 5 critical errors worth $2,206,883 in protected revenue.

By uncovering invisible friction in the buyer journey, Harman not only fixed what was broken but also built lasting trust with stakeholders and delivered consistently better digital experiences.

“With Noibu, customers already want to buy, they want to be on your site, they want to convert — we’re just removing frustration. That’s a win-win for everybody.”
— Julian Charnas, Director of Digital Commerce, Harman

The challenge: Hidden friction, missed revenue

For a global brand like Harman, the cost of missed conversions isn’t always obvious. Payment failures, performance slowdowns, and subtle UX blockers often slip through the cracks — quietly eroding customer trust and future revenue.

As Julian explains:

“One part is making sure nothing is broken, and the other is: are they frustrated? Noibu helped us uncover hidden friction like rage clicks that didn’t stop a purchase, but still created frustration. Without that visibility, we might not know why customers don’t come back."
‍— Julian Charnas, Director of Digital Commerce, Harman

The solution: Noibu as a single source of truth

Harman adopted Noibu as its digital experience control tower — enabling teams to identify, quantify, and eliminate friction across the buyer journey,  from technical errors to performance slowdowns to subtle UX blockers.

1. Fixing what’s broken (Issues & Alerts)

The first major win: solving Apple Pay checkout failures that were driving complaints and drop-offs.

• Challenge: Customers were abandoning checkout, but the root cause was unclear.
• Solution: Noibu surfaced the exact error, when it occurred, and why — enabling Harman to resolve it fast.
• Impact: Revenue saved, frustration removed, confidence restored.

2. Staying ahead with Performance Monitoring

When page load times slowed, Noibu flagged the issue before the A/B testing platform did.

• Harman’s digital team could immediately trace the slowdown to content, testing, or configuration changes.
• By acting early, they safeguarded conversion rates and demonstrated proactive oversight.

“In some cases, we’ve actually been able to point to issues sooner than the A/B testing platform. That shows we’re on top of it.”
— Julian Charnas, Director of Digital Commerce, Harman

The results: Trust, speed, and confidence in growth

• $2.2M in protected revenue — In just 12 months, Harman’s team resolved 5 critical issues flagged by Noibu, directly safeguarding over $2M in ecommerce sales.
• 107 active usage days — That’s more than twice a week, every week. Noibu isn’t just deployed; it’s embedded into Harman’s daily workflows, proving ongoing value and adoption across teams.
• Cross-team trust — Clear ROI reporting and visible issue resolution built confidence with executives and stakeholders.
• Faster collaboration — By consolidating friction detection and performance monitoring into one platform, Harman reduced silos and accelerated fixes.

Better experiences, not gimmicks — Noibu helps Harman eliminate friction so customers can buy without frustration, driving repeat visits and long-term loyalty.

Why it matters

Harman’s experience reflects a larger ecommerce shift:

• From reactive debugging → to proactive experience optimization
• From loss prevention → to conversion growth
• From siloed monitoring → to a unified platform for digital commerce

With Noibu, Harman doesn’t just fix problems. They create the conditions for every customer interaction to work exactly as it should — unlocking more revenue, more loyalty, and more trust.

Key takeaways for ecommerce leaders

• Friction is expensive. Even “invisible” blockers like rage clicks can erode lifetime value.
• Revenue impact is measurable. Harman can quantify $2.2M in protected revenue and tie every fix directly to business outcomes.
• Proactive > reactive. With Noibu, issues are detected before they cascade into lost conversions.‍
• Customer-first growth wins. True ecommerce success isn’t about forcing sales — it’s about eliminating frustration.

About Noibu

Noibu is the leading ecommerce analytics & monitoring platform, purpose-built to help retailers protect and grow online revenue. By unifying site monitoring, experience analytics, and conversion growth opportunities in a single pane of glass, Noibu gives ecommerce, engineering, and product teams everything they need to understand what's happening across the shopping journey, prioritize what matters most, and act on the opportunities that drive growth.

Learn more at www.noibu.com.