Over Promise, Not Deliver !
Hrushikesh K.
| CX Advisor | | Drive CX Programs | | Customer centricity | | ex-CXPA Regional Council || Certified CX Practitioner | | XM Scientist |
Firstly, welcome all to 2025... now for my CX Musings
Quick delivery apps are several services that offer quick home delivery, including local courier delivery apps, grocery delivery services, and courier services. It's not just fast; it's revolutionary as they rightly say.
In a world where time is of the essence, these apps have emerged as a game-changer in the grocery delivery industry, promising deliveries in a mere 10 minutes. WOW!
In fact, I didn't even remember the last time I went out to but my groceries, fruits, vegetables or for dairy products- our family is now so used to this online order, deliver later at home experience, that too when we want it, at our convenience.
But there is a catch ...
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Have a look at the screen shot, we placed an order on Wednesday evening (1st Jan 2025), with a delivery slot picked up for Friday (3rd Jan) between 7 to 10 AM IST, this article went live by 12 noon on 3rd- No delivery yet, in fact no communication at all from the brand. If you have a look at the order status, it's not even shipped to my city yet !! Now I am losing confidence that they will deliver.
There will be at times, a challenge to deliver on your brand promise, as a Marketing/ CX practitioner I do understand that & can emapthise- but the essence is to keep the customer updated, engage them with frequent communication, at least provide with an update on the next available slot. Do these delivery apps expect the customer to keep waiting over the next 2 days (which is a weekend & be confined to home)?
If a customer feels that stepping out of their home & be able to source groceries will be faster (a not so good approach, when we have successfully moved them from physical to digital), or they just try out competitive apps- then apps with a non-customer approach (maybe they are only product centric), will surely not be able to hold on to their loyal customer base/ or worst have no customers at all to serve.
It is surely a case of over promise & under deliver? Well not really its about NO deliver at all !
What about your brand promise to be India's first digital farmers market for urban consumers?
PGDM Marketing NLDIMSR 26' | Fashion Designer - Classy Atelier l Class Representative l Entrepreneurship Cell committee member | Former Fashion designer at Pratham & Gyanesh | INIFD Ahemdabad
1 个月So true, been through the same.
Revenue Cycle Management | Transition Management | Project Management Professional (PMP) | Agilist I SAFe
2 个月You are right and I experienced the convenience and loved it. But there are so many locations or the places still untouched with this service!