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Customers prepared to pay more for better service
Thu 23 October 2008
Retail Eyes has found that 8 out of 10 consumers believe that they get better customer service in-store, rather than on the internet or over the telephone.
One notable result from the survey was that 73.4%, said that they are prepared to pay more for a product if they receive a better service in-store.
However, 45.5% of the Retail Eyes` respondents said that staff who show a disinterest in serving was what frustrates them the most. This further supports previous studies on the impact of staff interaction which have shown that 68% of customers would switch their loyalty from one retailer to another because of perceived attitude in-store.
The results of Retail Eyes` survey have identified five key expectations for delivering great customer service in-store:
- Acknowledge us when we walk into a shop, but don`t pounce on us. Let us know that you`re there for us if we need help.
- Listen to us and understand our needs.
- Take us to the product rather than pointing to it - this creates a rapport and makes us feel valued.
- Check that we got everything we were looking for.
- Make genuine attempts to resolve issues/questions.
This survey confirms that retailers need to create a strong relationship with their in-store customers. This builds trust and sells the added value that e-tailers struggle to provide.
Stand Out From The Crowd
Customer Experience is one of the most cost effective methods of differentiating yourself from the competition.
Success Through Satisfaction
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and improving customer loyalty.