Andy on Twitter

  • If believes it should be shut down perhaps he should start by deleting the app and not using Twitter anymore. ,
  • It remains baffling to me why folks can't distinguish between private sealed mail and very public communication on… ,
  • Great read from Jared Diamond: lessons from a pandemic | Financial Times - ,
  • Likely due to my contribution of late... Whisky production goes from strength to strength - via @shareaholic,
  • Love but word of caution on their Flight Credits. Read the small print. My reco is just ask for a refund. Bit of a rort...,
  • McLaren Group remembers the tragic passing of its brilliant founder ,
  • Don’t you just love all these comparisons suggesting this is just like the GFC. ,
  • European Commission Presents Guidelines to Reopen Tourism | Travel Agent Central ,
  • The death of the office ,
  • A class act and the right way to handle things. In stark contrast to many others...A Message from Co-Founder and C… ,
  • Brilliant read... Signaling as a Service « ,
  • Great read... China: Out of Lockdown - We Are Social Australia ,
  • I reckon with all this isolation and time we start an Apple Revolution (admittedly #1,000 on my todo-list) where we… ,
  • Apple calls it the Magic Keyboard because the current keyboard is unmagical. But we paid for magic - and got shit.… ,
  • Loved

Zero Moments of Uncertainty

Try ordering something online and have it delivered to your home address. I dare you to. At least in Australia.

You’ll be confronted by one of the most common zero moments of uncertainty – “when will my package arrive, how will I possibly take delivery of it”.

It’s likely you’ll might not benefit from the convenience of home delivery in Australia. Instead, after a series of frustrating notifications you’ll be forced to drive to a pick-up center, or worse, a Post Office. This only gets worse as more and more businesses shut down the opportunity for the employee to have products delivered at work (they’ve got a point as small delivery bays designed for mail get filled with boxes packed with everything from undies to wine and surfboards.

The very name the companies serving us go by underscores the basic problem we all face – they are logistics companies. Or something like that. They serve the sender not the receiver even though it is us paying for their services (for the most part). I doubt many of them have ever looked at the challenge of delivery through the lens of the receiver. And the company doing the sending lets their focus slide once the package leaves their despatch bay.

So, rather than randomly appearing on our doorstep only to be confronted by an absent recipient shippers could solve this most basic issue using, dare I say it, email. Or an app. Even a text message. This is a simple service design gap – an assumption on their part and source of uncertainty and dissatisfaction on ours.

Simply put, ask us if we are home electronically, invite us to select a time for delivery, or, even change the delivery address. eCommerce will grow. More satisfied and trusting customers will result. And massive fuel and labor savings for carriers will abound. So simple.

All they need to do is embrace service design and the need to satisfy my customer’s customer.

Speak Up — Add Your Thoughts

Connections

  • Loved
How did you connect?   [?]