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