I agree that our personal experience does not make a sample. What do you mean by “market’s perception”? Stock market or customer base?
If you mean stock market, I am not sure I can agree with the argument. Stock market might consider factors other than customer service to come up with crazy valuations which might not reflect the earnings growth of the company in the long term.
Also I understand that customer service alone does not mean a good stock, unless customer service is the product the customer is buying like in the case of Amazon. For illustration, I am sometimes comfortable making purchases on Amazon, as opposed to another site, just because I know that if should something go wrong with the purchase, Amazon will resolve it 90% of the time even if it means a loss for them for that particular purchase. I would like to know other listed companies in India that do the same!
In addition to customer service, companies need Purple Cows.
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