The whole concept of parcel delivery has changed drastically over just a few generations. People send enormous quantities of goods all over the world every day.
Back in the old days, people would write long letters to their friends and family overseas and then they would pass those envelopes to sailors who were heading off in the right direction. Somehow, unbelievably, some of those letters actually made it to their destinations! The journey took months or years, the envelopes and ships were often lost at sea and the addressee was sometimes never found.
These days we are very fortunate in that we have all manner of super-fast, super-advanced means of transport available. In theory, we can safely send anything around the world, be it as small as a book or as big and complicated as an entire star-wars toy collection numbering thousands of individual pieces. This is made possible by the growing efficiency of both hardware and software in our private and working lives.
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Technology must constantly keep up with developments as newer, better things are created to speed up, enhance and simplify everything that happens to us and our possessions. What this means is that now consumers expect you to be able to give them all the information and reassurance they need, twenty-four hours a day, on the phone, by fax and most especially on the web.
The consumer expects to be able to find out precisely what happens to their parcels at every stage, when they will arrive or even why one specific parcel is half an hour late. When you fail to provide them with the information they want, they will be furious with you and abandon you in future. They have the option to simply go to someone else who can provide better, faster information and service than you.