Today was my mother’s birthday so my sister had sent a cake through Thamel.com. A representative from Thamel.com called us in the morning to know our location and gave us a delivery time (around 2pm). We didn’t know if it would be delivered on time. At 2pm, we got a call. The representative was near the neighborhood and made the delivery on time.
A few years back, we had waited hours for a cake to arrive at our home from Thamel.com. It was a bad experience and we had lost our trust with the e-commerce site. But now they had improved their customer service and delivered on their promise.
Many times just delivering on your promise is enough to delight the customer.