Are you like me and put off your holiday shopping until the last possible minute? Maybe you plan a little better than I do, but some interesting statistics just came out in a study conducted by MarketTools Inc. regarding consumers preferences for good customer service over everything else. In the study, MarketTools found:
- 60 percent of consumers said they shop more often at certain online sites because of a good shopping experience marked by good customer service
- 50 percent of shoppers said they shop more often at specific retail stores because of the good customer experience they offer
- 29 percent said they have stopped shopping at a specific retail store because of a bad shopping experience, and nearly a quarter have done the same with online retail sites
- 71 percent claimed they avoided brick and mortar retail stores because of bad/unfriendly sales people
- 84 percent of respondents said that they read reviews posted online by other consumers before purchasing a product, signaling the trend that social channels are increasingly influencing purchase decisions
- 46 percent of respondents claimed they did not go back to a website were because of quality issues or damaged products.
There's a lot more interesting stuff and you can find more of it
here, but it's always great to seeing people quantifying what we've been preaching for years. It's not enough for a company to have a great product or a great idea. Good companies have to back those products up with good service. Otherwise, no matter how great a product you have, consumers are going to take their business elsewhere.
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Posted by GetHuman on Tue, 13 Dec 2011 9:21pm