Users have very little patience. Most will uninstall an app immediately after just one bad experience.
When it came to competing on products, services, and after-sales support, Meituan, Lashou, and Dianping were no match at all.
This was because Kuai Pao's mid-to-senior level managers not only had to experience the delivery process themselves but also had to take shifts in the Customer Service Department. They were intimately familiar with the problems users encountered and knew exactly how to solve them.
Meanwhile, people like Wang Xin and Zhang Tao still only had a superficial understanding of the work emails sent from their own customer service departments.
They kept a tight grip on the merchant side of things but didn't really understand the user-end situation.
To put it bluntly, they weren't down-to-earth enough.
Not until dusk settled and the cool moonlight reflected on the glass window did Chen Yansen finally close his laptop and push the door open to leave.
