I thought the Red Flag article last month was inspiring and it prompted me to share my personal experience about a well-known online retailer. They could perhaps reflect on a live case such as this to unravel their customer experience and thus offer scenarios for better outcomes to their valued customers. SITUATION: I ordered a BBQ grill from an online retailer; the product is managed by their logistics/warehousing Team. On ordering I was told to request a date for delivery -