How often have you been promised to receive a product by date X, or even within 24h, but it didn’t arrive on time? And how many times have you received a pre-alert beforehand of a more than likely delay? What was the customer care response when you called to ask when the parcel would be delivered? To illustrate this part of the Customer Journey and highlight plausible reactions, I’d like to share what I recently experienced. A few days ago, I wanted to replenish my coffee sto