Failed deliveries cost companies billions of dollars each year, while impacting customer satisfaction and damaging retailers’ reputations. The author shares findings from original research based on transaction and delivery data from an e-commerce retailer in a Latin American megacity and a delivery company in Singapore. He and his colleagues also interviewed delivery drivers to understand the issues they encounter on the road. Based on these insights, the author offers three suggestions f...| Harvard Business Review
Reprint: R1205F Many CEOs don’t seem to care about organic growth. They either give up on it, in the belief that their companies will inevitably become low growth, or they cede responsibility for it to the operating units. Those are big mistakes. In an uncertain business environment, all corporate leaders need to be actively engaged in organic growth. Four rules can help them support the operating units in the quest for the best opportunities: Keep an eye on the big picture by setting stand...| Harvard Business Review