Imagine ordering groceries from an online grocer that promises a one-day delivery.
After you quickly select your items and proceed to the checkout, you get stuck at the payment gateway, which takes too long to load. Just as you decide to abandon the sale, you get through and complete the checkout process. However, your order gets delivered a day later than promised, and the retailer gets two items wrong.
Wouldn’t that be frustrating?
This is a case of miscommunication between the order management system, warehouse management, shipping and inventory, just to name a few of the moving parts. For an enterprise to survive in the digital economy, it must create exceptional customer experiences that make the company stand out among its competitors.