The leading eCommerce platform in Pakistan, Daraz, spends up to $50,000 monthly in customer refunds. As a strong believer of a customer-first strategy, Daraz takes another step to ensure consumer satisfaction.
In the fast-paced and dynamic business landscape, customer experience is a key brand differentiator – even more so than price or product.
Recognizing its importance for consumers and businesses alike, the eCommerce giant has taken multiple initiatives, such as building a quick delivery mechanism and offering numerous payment options.
Ahmar Zohaib Syed, Chief Customer Officer, Daraz, said, “At Daraz, customer experience does not reside with CS department only but we continue to cultivate the culture that every department at Daraz puts their best to ensure customer satisfaction.”
“We live by the philosophy stated by Bill Gates once ‘Your most unhappy customers are your greatest source of learning.’ We ensure that the source is tapped, the issue is understood and a solution is laid out that guarantees that no other customer has to face the same issue again,” he added.
The brand’s commitment towards providing a positive customer and seller experience is what has resulted in its sustained growth. Today, the company’s monthly user base of 15 million contains plenty of loyal brand advocates.