November 11, 2018

  • 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 stock and placed an order for a delivery with my usual supplier. In the same week, I also realized that I needed additional business cards for an upcoming conference, thus placed an online order. This time with a new supplier, who was claiming delivery within 24h. The coffee supplier I have been using for many years, has a very good delivery performance ie. matching words to delivery on time. On the other hand, the business cards supplier was new to me and I was attracted by their good prices and sho...

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