<ul><li>Instacart and its competitors engage in conflict commerce by underpaying drivers and shifting labor costs onto customers.</li><li>This business model mirrors tactics seen in other industries, such as airlines charging extra for seats and retailers understaffing to create customer competition.</li><li>Leaders are challenged to question if conflict commerce is a sign that their core product lacks value and to focus on building something customers truly want.</li><li>To address this issue, companies should stop creating customer-vs-customer friction, identify operational shortcomings, and work towards eliminating tensions in the customer experience.</li></ul>

My mother, Instacart, and the dark art of conflict commerce

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