E-commerce site CashCashPinoy recently announced the launch of the CashCashLab, a move which the company said is a key step in strengthening its ?member satisfaction-centric experience.?
The CashCashLab, which aims to revolutionize typical customer feedback programs, is composed of company executives and selected members who meet monthly to exchange ideas about improving services for its members.
Using this platform ? the first among the Philippines startup community ? CashCashPinoy hopes to encourage greater collaboration between its team and its members to keep on improving the quality of their e-commerce experience.
?At CashCashPinoy, we don?t have customers, we have members. And as members, they have the right to expect a special treatment, an additional level of quality experience that they will not get from a typical marketplace for example,? said CashCashPinoy CEO Frederic Levy.
?Since we started, our members have been the center of our company culture, and delivering a seamless, enjoyable and hassle-free experience to them have been, the heart of everything we do.?
Levy, a Frenchman, said his company treats every issue as ?a new challenge? that can provide valuable lessons in keeping members satisfied.
?Already, this initiative has produced results to enhance its members? experience: after the first session of the Lab, the company decided to launch CashCashBack, an exclusive new loyalty program for members which allows them to earn points that are equivalent to cash every time they shop, which they can spend later on in the site.?
Through the CashCashLab, another initiative has been conceptualized, the Cash-On-Delivery (COD) payment option. The site now allows payment for orders via COD, as a result of discussions during a CashCashLab meeting.
As a result, the 1.7 million CashCashPinoy members can now pay for their purchases through different options from cash to credit card to bitcoin.
CashCashPinoy also provides “100% Automatic Refund Authenticity” guaranty, which means a member can return the product and obtain an immediate refund, no questions asked.
With its full end-to-end process, CashCashPinoy has set up a full checking process: now, every item must pass through the Quality Control team, before going to the buyer.
This brings an additional level of re-assurance to its members — unlike other sites which use drop ship or moving goods from the suppliers directly to the customers, CashCashPinoy controls all the products before it arrives in the hands of the final buyer.
?While e-commerce business in the Philippines still poses challenges, the opportunity is massive. We continue to push ourselves just like when we started in 2010 to provide the best possible experience for our members they rightfully deserve,? Levy concluded.