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This “silent exit” by customers from digital platforms is the most expensive failure mode of all, because it arrives without warning and is detected too late.
In African markets, complaints carry a social cost. Many customers do not want to jeopardise their relationship with the service provider, because they believe in long-term relationships.
Customers often adopt new technologies through social networks because enterprises increasingly invest in digital channels, data platforms, and automation to boost efficiency.
For leaders running digital businesses, the lesson is clear: fixing a technical problem does not automatically restore customer confidence
In digital markets, trust functions as critical infrastructure, enabling the growth of micro-multinationals by ensuring reliable systems and consistent institutional responses.
Did you know that your suppliers are your first advantage?
An open letter urges SMEs to look beyond their direct clients and understand their customers’ customers as a powerful strategy for deeper growth and stronger value creation.
Business growth depends not only on marketing but also on consistency and reliability, which build customer trust and long-term relationships.
Businesses do not have to choose between working together and competing. They can do both, depending on where value is created.
Fast-growing businesses are those that combine experience with data. For many small and medium enterprises, the word “data” can feel distant or technical.
Small businesses are no longer defined only by what they produce or where they are located, They are increasingly defined by how they participate in the broader economy.
SMEs must move from ideas to action using networks, trust, data, and simple systems to unlock growth in a fast-changing economy.
Trust is one of the most important assets that a business can build.
Small businesses can accelerate growth and build trust by using everyday business data to make smarter decisions, improve reliability and unlock new financial opportunities.
Small businesses can collaborate in sourcing and purchasing, logistics and delivery, supplying large contracts, and accessing new markets.
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