[gazza.ladra]

Originally Posted by Mutley

I think its about differentiation. You have to provide a reason for customers to buy from you, and keep buying from you. In the current age of on-line retailing, driving prices continuously down, I think (at least for me) that differentiator is customer service.

Anybody can sell stuff cheap on line. Not many are able to handle the complete sales cycle, that is that part when something goes wrong, which it inevitably will. Many customers are prepared to pay a bit extra if a retailer takes the stress out of purchasing, by providing some assurance that in the event of a problem, the issue will be dealt with fairly and promptly.

In my experience, Scan have done this well. I think the fact they open themselves to this very forum, and always respond is a mark of that. Their challenge is going to be to keep that focus as they grow, and ensure that as they employ more staff, they understand that too.

i couldnt agree more!