Customer Service Tip: Raising the customer experience bar by mapping unexpected journeys

By: Paul Selby (submitted by Carmen Gass)

I faced a dilemma recently. I had ordered something that would be delivered while I was out of town. Normally this wouldn’t be an issue; someone would eventually be home to retrieve the package from the porch. The problem was this was a valuable item and the package might sit for hours. With the holidays approaching making porch pirates a larger threat, I thought I’d see if any options might exist to address my concerns.

Like most customers, I started my quest online to see if I could find a solution to my problem. I tried the vendor first, but they didn’t offer any options once the item had left the warehouse.
Then I tried the shipper. Read more here.