UK shoppers swayed by quality of customer service
Retail marketing strategies aim to entice shoppers with appealing products and deals, but customer service is another crucial element of retaining patrons and driving profits. The quality of service is even more important in the UK than it is in the US, according to a recent NewVoiceMedia report. Merchants can stay competitive by implementing retail technology that empowers staff members to serve customers better.
The NewVoiceMedia report indicated that 50 percent of UK shoppers tend to switch stores if they have a dissatisfying customer service experience.
"While UK consumers are more likely to leave a company following poor service than those from the US, they share the same frustrations – not feeling appreciated as a customer, being kept on hold and having to repeat themselves to multiple agents," said Jonathan Gale, CEO at NewVoiceMedia. "Great customer service is the critical differentiator and investing in providing personalized and engaging customer experiences every time, through every channel, will help businesses succeed in retaining customers and securing new business."
A recent [24]7 study confirmed that the impact of frustrating experiences applies to ecommerce as well. The report said that one-third of shoppers take their business elsewhere after receiving poor service on a retailer's website.
