The customer satisfaction gap between online retailing and brick and mortar continues to widen. According to the latest results from the American Customer Satisfaction Index (ACSI), released jointly by the University of Michigan and Foresee Results, satisfaction with the online retail channel increased 2.5 points versus last year’s study, reaching 83 out of a possible 100. Continue reading “Customer Satisfaction Index Spotlights Growing Favor Of Online Over Stores”
In order to react to and better predict customer demand, leading retailers are turning to Business Intelligence (BI) solutions to help turn one-time purchasers into long-term customers. A recent study from Aberdeen Research found that best-in-class retail companies are two times as likely as all others to increase customer retention.
Continue reading “Customer Intelligence Investments Driving Retention Rates For Leading Retailers”
Bigger was certainly better in the first half of this decade. Most chains were not only rolling out new locations as fast as the developers could build them, but many were also introducing bigger formats. Continue reading “Recent Trends Point to The Emerging Age Of Micro-Retailing”
The phrase “sales help” may prove to be an oxymoron in many corners of retail. A recent study found that front-line sales staff are actually winding up to be more of a hindrance than a help for many consumers.
Continue reading “New Study Reveals Sales Staff Driving Shopper Defections”