A delivery man throws a package at the author's front door

The ‘Last Mile’ in Retail is Often the Most Important

Product delivery, also known as the “last mile” in retail, is often the most complex part of the transaction because it’s usually dependent on third parties. It’s been a strange few weeks for me and delivered packages recently, and those

digital camera - amazon customer experience

The Amazon Customer Experience Remains Elusive To Other Retailers

Why does everyone talk about Amazon’s customer experience? It’s both because Amazon is so good, and others just don’t measure up. It was 9 a.m., two hours before my weekly live show and I realized that the connector cord I