A recent experience I had with Amazon impressed me so much, I have to share. I am not normally a big online shopper. I leave my wife to take on most of that responsibility, except when I’m looking for something specific.
Having come from a retail technology background I see retail from both the business and consumer side of things and know what standards people should come to expect.
After the order, the item arrived promptly and after opening it and trying it, we decided it wasn’t for us and sought to return it. The Amazon online return system was quick and easy, allowing me to print my own return label. All I had to do was to arrange a pick up or do a drop off at any carrier location, great!
I arrived at the game a few minutes later, watched my son’s team play which took about an hour. At the end of the game, I proceeded to check my email.
Retailers have a long way to go to compete against this standard. It’s getting these little details down, not to just improve service for customers, but to ensure efficient processes remain in place. A nailed down internal logistics model will keep overhead low, consumers happy and the competition left frustrated.