Fatima Sullivan As consumers and businesses are urged to tighten their belts in light of slowed economic growth, customer service experience is set to become an increasingly important differentiator for local businesses, and one of the main factors that will influence decisions regarding which supplier to purchase products and services from. This is according to Fatima Sullivan, Vice President of Customer Services for DHL Express Sub-Saharan Africa (SSA), who says that research shows consumers are willing to spend more for better customer service and with those companies that they believe provide excellent customer service. “In an environment where alternatives are rife, customer experience is rapidly becoming one of the most important elements of a business’ success. While price will always be important in the mind of the consumer, this becomes less so if a business offers first class customer service to support the product or service.” It is for this reason that DHL invests so he...