Not even close to the worst. The worst I see is a major brick&mortar retail chain that has been trying to do online for years.
Part of their execution problems might be misleading metrics. Their "how was our service?" followup emails aren't sent for the routine (around 50%) fulfillment fudge-ups that backend should've prevented. Nor for occasional checkout breakage that fails with signs of multiple things that are simply being done incorrectly. So I have the nagging thought that someone might be hitting their KPIs/OKRs, and the right people aren't aware what a dumpster fire they're operating.
I wonder whether Amazon could've already eaten the online component of that category, with their overall superior competence and (selective) customer focus, if they didn't have the counterfeits indifference/misalignment problem, and worsening reputation for quality and caring about the customer.
Part of their execution problems might be misleading metrics. Their "how was our service?" followup emails aren't sent for the routine (around 50%) fulfillment fudge-ups that backend should've prevented. Nor for occasional checkout breakage that fails with signs of multiple things that are simply being done incorrectly. So I have the nagging thought that someone might be hitting their KPIs/OKRs, and the right people aren't aware what a dumpster fire they're operating.
I wonder whether Amazon could've already eaten the online component of that category, with their overall superior competence and (selective) customer focus, if they didn't have the counterfeits indifference/misalignment problem, and worsening reputation for quality and caring about the customer.