Want your ecommerce startup to take off? Forget the discounts, push customer service

According to business consulting firm Lee Resources Inc., 91% of unhappy customers will not willingly do business with you again. The number one reason for their unhappiness is service delivery.

Service delivery has become a hotly debated topic in South Africa, and we have seen frequent examples where customers have taken to airing their frustrations on public forums. One only has to look at the anti-Cell C banner debacle that caused quite a stir in the media recently. The whole incident transpired into something bigger because the customer felt that he wasn’t receiving the service that he deserved and decided to react with a name-and-shame billboard.

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