It's rather strange how for decades companies agonized over decisions in physical retail, the store smell, layout, the look of the cashiers desk, staff training, uniforms, lighting. In eCom, even in luxury retail, items are just chucked in brown boxes, delivery partners are chosen on price not service, you may get a tatilly printed invoice on cheap paper. Peloton is suffering because of delayed shipping and poor item tracking, they blame it on XPO Logistics and J.B. Hunt, as their logistics vendors. I'm bemused as to how companies don't consider these vital touchpoints as marketing. You'd not blame a badly printed store bag on a supplier, you'd not choose awful interior design and shrug it off as a vendor quality issue, you'd see the experience was poor and change it. Does it not occur to companies in the world of eCom to invest in packaging, delight with service, seduce with information sharing. etc. …see more