The bigger carriers like FedEx, UPS have actually started tracking COVID related exceptions specifically, and reporting on those and those are through the roof. Week over week as you might imagine. made their delivery promise, that the carriers are having a hard time adhering to that, that is a missed expectation and that’s where it starts to hit your world with the, “Where is my order?” calls and those kinds of experiences.
Wow. Do you feel like there are
certain, as you’ve looked at the data and you see different companies, are there places or industries that are excelling at this? Actually doing it right? And if so, what are some of the things, do you feel like they’re doing well to combat this?
Michael Miller: (07:40)
Yeah. I’ll jump in. We actually do a lot of customer surveying and we’ve actually ratcheted it up during this period. And, we hear pretty consistently that customers at least, are looking for three things and the first is setting an expectation around when something is going to arrive. That is harder to do today than it has been historically, but that is absolutely expectation. They bosnia and herzegovina phone number list want frequent updates as early as possible as to when that’s going to change, if it is going to change. And then lastly, they’re looking for flexibility about delivery options.
So, this surge in people who
may not want to go into a retail environment grocery or otherwise, and so the rise in curbside delivery we actually saw early on during the quarantine periods this approach focuses on minimizing a spike in return to senders because people were trying to deliver betting email list things to offices in locations that were no longer open. So being early, setting expectations, communicating frequently, those are the things that we are seeing not only customers expect, but the companies that do well are going to earn loyalty that’s going to carry on well beyond this period.