I love this definition of on-time delivery as it shows how fast perceptions are changing.Īmazon resets the standard for on-time delivery What your customer today thinks of on-time delivery is not only stricter than what her father would have tolerated, it’s stricter than what her older sister would have tolerated. Customer experience guide their expectations, so on-time delivery standards continue to get tougher all the time. A perfect product delivered late by friendly, caring people is the equivalent of a defective one. “In a world of iPhones and IM, your customers get to decide what is or isn’t an appropriate timeline. The authors are very clear about the importance and growing standards for on-time delivery: On-time Delivery is one of the four elements of customer satisfactionĪ key section of the book describes the four elements of customer satisfaction, and timeliness is number 3 along with: a great product, caring and friendly people and processes dedication to resolving problems.
How do Amazon’s standards apply to your operation? See what these authors are saying… Companies like Amazon are resetting the definition and changing the way customers think about on-time delivery. What’s the real definition of on-time delivery? According to a recent book titled Exceptional Service, Exceptional Profit, the real definition for on-time delivery is not defined by anyone except the customer and standards are dynamic and getting tougher daily.
DEFINE ONTIME HOW TO
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