Why customers are taking their money where they feel valued

Poor customer service, declining quality, ignored complaints, privacy concerns and high prices are pushing Kenyan consumers towards businesses where they feel valued and get better value for money...

✨ Key Highlights

Customers are increasingly leaving businesses that offer poor service and value for establishments where they feel appreciated and respected. This trend is driven by experiences of mistreatment, perceived lack of value, and poor quality.

An example highlights a salon prioritizing high-paying clients over a regular customer's daughter, leading to extreme delays and dissatisfaction.
Economist Wycliffe Waihenya explains that customers are lost when businesses abandon them for seemingly "higher-potential clients" or fail to address complaints.
Key reasons for customer departure include perceived inferiority of value for money, deteriorating quality standards, and data privacy concerns.

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