In today’s globalised and digital world, consumers can move from one retailer to the next across the world at the click of a button. Online access and social media mean that consumers are more market savvy, more informed and more discerning than ever before. What brings them back is an enhanced shopping experience, and key to this is good customer service.

More and more marketers are focusing on retaining their customer base or trying to erode their competitor’s customer base through better customer service. After all, happy customers are repeat customers and become advocates for the business.