Customer experience and customer service

The Customer Experience Impact Report is now 7 years old, but still has some interesting research.

  • 40% of consumers switch stores because of a store having a greater customer service reputation
  • 55% of those that switch, say greater customer service, not product or price, are the primary reason they changed retailers
  • 66% say they spend more time in store if they believe the customer service is outstanding

Plus…you need advocates! I have just finished reading The Thank You Economy by Gary Vaynerchuk and he mentions research based on advocates in stores…

  • 33% of advocates provide a store with more share of wallet than other customers, stay with you longer and a have higher lifetime value

Comments are closed.