I've been looking at various threads about the bad service we get from several well known online companies when order's go astray and items need returning. We've all been there, bloody awfull returns process, missing days due to address and credit card checks. And rediculous query response and communication.
But we still use these companies because when they work, they are very cheap and often very quick.
So would we be prepared to use a company that charged a couple of percent more across the board and could afford an effective customer service team?
Would you be prepared to pay more on an order by order basis for premium customer supprt? A bit like paying a little more for faster delivery?
Or would you say 'yes it's a great idea' before then shunning the higher prices and spending your money at the traditionally cheap shops with poor service, thus driving a quality service / higher price store out of business.