Tom Schmitt on Agility vs. Perfection in Retail Customer Experience

Evolving Consumer Expectations

• ⚡ Consumers increasingly expect speed of delivery, product availability, and easy returns as core components of their shopping experience.
• 💡 These expectations are not rocket science but are critical for brands to meet in the current retail landscape.

Fulfillment as the Customer Experience

• 🚀 The concept of fulfillment has evolved from a back-end function to the customer experience itself, mirroring Fred Smith's early insight at FedEx that package information is as important as the package.
• 📍 Modern consumers expect detailed, real-time tracking and proof of delivery, providing peace of mind and enhancing the overall experience.

Balancing Art and Science in Fulfillment

• 🧠 Brands must balance the **