While slumbering through a boozy Sunday brunch, I overheard in the next booth….
“I trust Amazon.”
“Oh, me too!”
As an Amazon alumni, builder, and shareholder, this is music to my ears!
The word TRUST caught my attention.
To trust anything is pretty remarkable in this day and age.
So I tuned in…
What exactly did they trust?
“You know, on Amazon, the picture is of the product you get, not like that site in China that sent me a picture of the thing in the picture!”
Ah, they trust the products.
Good!
“Oh, and of course, you can return it to Amazon.”
Yes, customer service is still winning their trust every day….
Excellent!
“Oh, and the shipping! It took over a month for me to get those pillow inserts, and they were crap!”
Holy popsicle sticks!
This is the CSAT score we have been waiting for!
So what is at the heart of all this TRUST?
Product
Returns
Shipping
Hhhhmmmm, two out of these three are supply chain functions.
I would argue three out of three, but I gotta let the merch guys win sometimes.
Over 60% (or 100%, depending on your view) of the customer's trust is driven by the supply chain.
Not marketing
Not merch
Not finance
And definitely not the C-suite
Supply Chain!
Consistent, customer-focused supply chain.
For those of you that want those of you that want to argue merch and product rule the world….
I leave you with this –
If you don’t have it, you can’t sell it.
Peace out.
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