CX HEROES & VILLAINS: OCADO & WAITROSE

The long awaited and much heralded, launch of the new service started this week following Ocado’s split with Waitrose.


Big claims were made as to how this would revolutionise the home delivery market by introducing new standards in timing, choice, accuracy and service.
Well the first day did not go completely to plan with enough customers complaining about late cancellations to attract press attention. One of the problems, apparently, was that with so much choice, customers ordered more than normal and overfilled delivery capacity.


It is also suggested that Ocado’s algorithms cancelled customers according to delivery route. Perhaps that explains why so many long standing customers and those who had booked well in advance, were amongst those left disappointed. Hopefully, they did not sacrifice existing customers in order to satisfy the new ones! In any event, the ability to recognise and preserve established customers must be more important than efficient route mapping.
PLEASE LET US HAVE YOUR THOUGHTS and, of course, any more CX HEROES AND VILLAINS stories.🎭