...with brief, occasional, italicized and sometimes gratuitous commentary…

• The Columbus Dispatch reports that Giant Eagle plans to offer delivery service, powered by Deliv, to its central Ohio customers. According to the story, “Giant Eagle’s Curbside Express Home Delivery program offers the first delivery, via Deliv, free of charge. After that, users will pay a $12.95 fee per delivery.”

The story notes that Giant Eagle has been offering Curbside Express pickup service to the market for some two years, and that this is the next phase in its service evolution; the retailer has been testing delivery in its home Pittsburgh market.

The instinct to deliver is right, but I still think that if you’re going to do it, you have to own it … and outsourcing this critical part of the customer experience is dangerous.