Drizly: Managing Supply and Demand through Disruption

According to alcohol delivery app Drizly's Chief Marketing Officer 'Scott Braun' the company was experiencing higher than ever demand during the COVID-19 pandemic but there was on problem: customers kept complaining about the experience.

Drizly: Managing Supply and Demand through Disruption

According to alcohol delivery app Drizly's Chief Marketing Officer 'Scott Braun' the company was experiencing higher than ever demand during the COVID-19 pandemic but there was on problem: customers kept complaining about the experience.

"The bottom line is that many of our customers – especially new consumers – are having a poor experience using Drizly. Our sales numbers are at all-time highs which is great, but I’m not sure this is sustainable if we can’t provide high quality service: consumers have other options for online alcohol delivery. I’m personally finding it very frustrating to watch our key performance metrics continue to degrade. Even though it’s the retailers that aren’t able to keep up with demand, the poor service experienced by the consumer reflects as poorly on us as it does the retailer. We don’t own the consumer’s whole experience – we are simply connecting supply and demand – yet the consumer will attribute the quality of their experience primarily to us. What are things we can do to ensure the consumer-retailer interaction is successful?” - Scott Braun, CMO @Drizly