It was April 6th, 2020, and the management team at Drizly-an online alcohol marketplace where consumers could browse and purchase alcohol from local liquor retail stores via Drizly's app for immediate home delivery-were thrilled to see record-breaking sales from the demand surge brought on by the COVID-19 pandemic. For the 10th straight day, gross merchandise value (GMV) sold through Drizly's online alcohol marketplace had surpassed Drizly's GMV on New Year's Eve-typically Drizly's busiest day of the year. But their excitement didn't come without serious concerns. The average delivery time well-exceeded the 60-minute customer promise, the void rate-the percent of orders that were subsequently canceled by either the consumer or retailer prior to delivery-was experiencing a five-fold increase over pre-COVID-19 levels, and the number of customer complaints were on the rise and not being answered in a timely manner. What should Drizly do to ensure the long-term success of the company?

【書誌情報】

ページ数：18ページ

サイズ：A4

商品番号：HBSP-621097

発行日：2021/2/22

登録日：2021/7/20