by Kevin Coupe

Sometimes, in the rush to figure out all the technological, financial and commercial implications of e-commerce, we forget about the impact that it can have on people’s lives. And so it is nice when customers offer their own reminders.

This is what happened recently when a Hannaford customer posted a video to Facebook about how the retailer’s “Hannaford To Go” offering has become critical to her life, especially after a cancer diagnosis. Hannaford didn’t know about it until it was posted, but clearly it is exactly the kind of missive that means the most to any company in the customer service business, and the kind that every retailer should think about as they consider their opportunities.

It is an Eye-Opener.