Amazon raises logistics bar
February 5, 2014-- Furniture Today,
Thinking back to how I shopped this past holiday season, I realize an old dog can learn new tricks.
As an old dog who used to do his holiday shopping in the traditional manner - at the mall or in stores - I did all of my shopping this past December online. I also admit to being surprised that I could literally buy everything that was on my shopping list from one source: online giant Amazon.com
This was an eye opener because my list included a broad assortment of gifts that ranged from clothes, electronics, cologne, a neck massager and home accessories to a set of tires and a timing belt kit for one son's Lexus.
Amazon not only had it all, it invited me to enjoy a no-charge trial of Amazon Prime, which provided me with free two-day shipping of all of my purchases.
As the guy who is responsible for putting the content together for our annual Logistics Conference, I know that backroom excellence is the make or break for success in any retail sector.
When it comes to logistical excellence, Amazon was so good as to almost be scary.
It seemed that within minutes of placing my order I got an email from Amazon thanking me and confirming the order. A few moments later, that email was followed by another one telling me my order was being processed.
Moments later, I got another email telling me the order had shipped.
What really got my attention is that I was throwing lots of orders their way on Dec. 22 and with one exception, they all made it when promised.
Amazon was so buttoned down I couldn't even get mad about the one order (out of 20) that, due to a UPS snafu, did not get to me in time.
But by the time I realized that one would not arrive in time, I had already been sent an email with an explanation for the mishap, an apology and a coupon for $20 for my trouble. And now, Jeff Bezos is talking about using drones to speed up home delivery!
Ladies and gentlemen, that grating noise you hear is the sound of the bar being raised. Are you ready?