This is so spot on. I’ve always thought great customer service is one of the easiest pathways to building a standout business in Africa, mostly because the bar is low and expectations aren’t that high yet. To see the manner in which you have expanded on that idea is really interesting. Well done!
Thanks, David. Yeah, I think there's a huge opportunity for standout customer service across the continent — and, in my opinion, it's contributed quite a bit to the success Paystack and Piggyvest are seeing in Nigeria.
But while it's easy to grasp the idea overall, it's quite a bit harder to implement in practice...at least consistently. The default that I see is businesses thinking of customer service as a cost center and not at all as a strategic lever.
There are some real opportunities here. But while the overall idea is simple, I think, the execution is not easy. At least there's a roadmap here pointing towards a focus on service recovery though.
This is so spot on. I’ve always thought great customer service is one of the easiest pathways to building a standout business in Africa, mostly because the bar is low and expectations aren’t that high yet. To see the manner in which you have expanded on that idea is really interesting. Well done!
Thanks, David. Yeah, I think there's a huge opportunity for standout customer service across the continent — and, in my opinion, it's contributed quite a bit to the success Paystack and Piggyvest are seeing in Nigeria.
But while it's easy to grasp the idea overall, it's quite a bit harder to implement in practice...at least consistently. The default that I see is businesses thinking of customer service as a cost center and not at all as a strategic lever.
Fortune favors the bold though.
This is very insightful man. Saved to re-read and fine-tune plans
🙌 Glad you found it interesting!
There are some real opportunities here. But while the overall idea is simple, I think, the execution is not easy. At least there's a roadmap here pointing towards a focus on service recovery though.