The Jamaican saying, 'Fire deh a muss muss tail, him think a cool breeze', aptly describes many local businesses that continue to mete out shoddy service to their customers, oblivious to the whirlwind of change nipping at their heels.
Globally, smart companies have recognised that the digital revolution, especially the rapid acceleration of online sales, requires that they counter with unprecedented customer-experience strategies and service excellence.
Regrettably, that realisation has yet to permeate our shores.
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