Fouani — also known as brick and mortar, offline store — is totally missing the point here.
@MrBankole @seyitaylor dear customer you can mail us on support@fouani.com for any complain to help you or you can visit our service centers
— Fouani Nigeria LTD (@Fouani_Nig) December 14, 2012
Mr. Taylor here is simply expressing his preference for e-commerce. Fouani responds by giving him an assignment — he needs to visit a Fouani service center to explain why he wants to deprive himself the privilege of their services.
Disruption isn’t dissatisfaction. It simply means your (former) customer is more satisfied with another’s service. E-commerce is disruption on many levels. On price. On convenience. On customer relationship management. On plain coolness. Fouani doesn’t get this.
Of course another random example isn’t enough cause to start tolling the bell of disruption. But that doesn’t change the fact that it is inevitable. E-commerce will disrupt brick and mortar stores in Nigeria. The only question is how long will it take?
[image via Flickr/Dan McKay]
