In fact, if you search “Retail in America” you’ll find Wikipedia’s Retail Apocalypse page as one of the top results. Now retailers have to pivot the way they run business operations – those that cannot are finding it difficult to survive. Competition is more intense and customers’ voices are more amplified than ever before. It’s no secret, the onset of internet adoption has sparked massive transformation. consumers tell almost twice as many people about bad service compared to good service. While a lot has changed in retail, ( think chatbots in retail, ecommerce chatbots, or even just the internet itself) the core tenant to provide excellent customer service remains paramount. was home to the first-ever outdoor mall and, up until the last decade, 30% of the almighty US dollar was made from scraps of Levi’s denim jeans. Retail businesses have been a cornerstone of American culture. Why is customer service important in the retail industry? So we decided to run an experiment ourselves, specifically focusing on the impact of customer service in retail. Despite the abundance of research touching on people’s behavioral differences in different regions of the United States, we could not find any original studies that answered the question: How do Americans in different regions feel about customer service? While we know customer service is important to every customer, everywhere, we were curious if there is any variation of just how important it is based on where you live.
When it’s easier than ever for consumers to switch to a competitor, it’s never been more important for companies to prioritize support. In a recent survey, we found that 82% of people have stopped doing business with at least one company based on a single instance of poor customer service. How good and bad customer experiences impact business ratings in seven major cities across the USA.Ĭustomers care more about customer service today than ever before it’s now a huge driver in determining where people spend their money.
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