Hi
@sethgodin - I had the exact same experience! How can the off-road package NOT come with a full size spare, and how can the guide not ask when I also have added recovery gear, etc?
If you have the 20" Dark wheels like I do, you might want the same as your spare -- because odds are one of the Rims will get scraped up at some point, and you can make that one your spare, and use your spare to replace the blemished one.
Here is a video of me doing some off roading a scraping my wheel up pretty badly:
and
I do think Rivian has done a pretty good job with buyer and owner experience. I am working with MMA Global, a marketing trade org, and Prof Omar Rodriguez and the research has found companies that completely focus on Experience as their central purpose in marketing generate 18% better shareholder return compared to those that focus on the transaction or on the brand lifestyle. General Motor's CMO and Ford senior marketing execs are on the board of the trade org doing this work on experience in marketing - they need to transform to compete with the likes of Rivian and Tesla. I think Rivian has an advantage, but I worry if they will be able to truly put the customer at the center. Things like your and my experience with the tire, Rivan's unwillingness to make a recommendation, their botched pricing coms, those kinda suggest they might not have Nordstrom's like customer experience mastered.
It has been about 20+ years since you and I were on the same stage, before your runaway success. Between your experience making brands remarkable, and my expertise in marketing analytics matched to strategy, maybe we should trade two spare tires for a couple hours of advising Rivian how to improve marketing.
