Now listen here. I've covered the e-commerce space for over three years now and the one perennial topic of conversation, at roundtables, on conference calls, at tradeshows, is always: yeah-the industry is doing superbly well, but how much better it would be if they could just get delivery right.
Over in Japan they've solved the problem through a superior service culture - although it'll cost you extra, no one would begrudge paying more to secure a two-hour window for delivery. Over here you're lucky if you get to specify am or pm. And so industry body the IMRG had the great idea last year of launching its Internet Delivery is Safe initiative.
Quite simply it's a kitemark given to retailers who can tick certain boxes in the delivery space - things like offering clear delivery information, guaranteeing delivery within specified times and generally providing a convenient and reliable service. Until now though, I've not shopped online with anyone with the symbol on their site, unfortunately, and suffered the same old waiting around for a delivery which doesn't come in the specified 6 hour time period.
Well, having just purchased a bed from the web site of the Co-operative, it's time to put it to the test, and so far so good. A few days after buying - during which time I was able to specify Saturday delivery at no extra cost - I received a phone call checking all contact details and confirming delivery. An email soon followed to confirm a three hour slot on Saturday. All at no extra cost. Fingers crossed I can actually fit the bed through the door.
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