Dreaming of a Brown Christmas

My Christmas presents are all wrapped and ready, save one. That present is sitting in a UPS facility in the next town, having arrived there at 4:02am on Saturday morning. It wasn’t delivered yesterday, and now I’m sure won’t be delivered in time for Christmas since the tracking records says the package is “on time” and scheduled for delivery on the 26th.

Yet another example (see the Toyota example here) of how giving the consumer better visibility into the inner workings of a business can reduce customer satisfaction. If I didn’t know the package was sitting a few miles from my house, I’d probably conclude it got hung up somewhere due to the snow in Colorado. It’s much easier to be philosophical about an act of Nature…


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