Offer excellent retail customer service

New Ideas in MarketingEssential news for marketers, summarised by YouGov
May 21, 2021, 10:03 AM UTC

A Kustomer survey revealed that 93% of US consumers will recommend a retailer to a friend after a positive customer experience.

Customer service for retailers has grown in significance, as retailers recover from COVID-19. According to the report, 90% of customers will not shop with a retailer again if they received poor customer service, and 93% want retail customer service to be more convenient.

Further, 67% of consumers will abandon purchases owing to bad service. Customers (89%), expect retailers to contact them pre-emptively if they have an issue with their order. 87% would become irate if customer services cannot be reached on preferred platforms.

Moreover, 82% of consumers expect to receive the same treatment by online and in-store customer service. Paying more for good customer service would be alright for 77% of consumers under 25 years of age.

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