Delivery plays an important role in customer experience. Customer-centricity is the buzzword in today’s business. Couriers are just an extension of your service and a smooth reliable delivery is key to secure customer loyalty and repeat business.  So, every aspect of a customer transaction needs to be perfect, including delivery. Online shoppers expect delivery when & where it was promised. Customers expect brilliant service, and price will always be an important factor when choosing delivery methods for multi-channel distribution.  Companies must think in terms of CBA i.e. customer oriented, brilliant delivery and affordable prices if they want to succeed in multi-channel distribution. Ian Newcombe (MD of Multi-Channel Solutions) writes in his article about ABC of courier management. Read more at:  http://www.business2community.com/product-management/abc-courier-management-01330361