When E-Shoppers Aren't Happy

Posted on

  • email
  • twitter
  • facebook
  • share this

share this


The Customer Dissatisfaction Study released today by the Verde Group and Baker Retailing Initiative at Wharton finds that as shopping problems get repeated, they often get embellished and actually become up to five times more damaging to customer retention than the initial negative shopping experience itself.

"This study is unlike anything we've seen before because it shows that for every 100 American shoppers, 64 people will be told about a store's poor products or services and no matter what that store does to entice shoppers - sales, promotions, advertising, marketing - those people will not set foot in their store," says Paula Courtney, President, The Verde Group. Nearly one-third of all U.S. retail customers who have a bad shopping experience will tell four people in such a way that those four people will be more negatively impacted than the person who initially had the problem.

More than 50 per cent of Americans report that a negative shopping experience of a friend or colleague will prevent them from setting foot in a store altogether. Learn more about the Jay H. Baker Retailing Initiative.

Register and share your comments now!

Subscribe today to Website Services Magazine

Technorati Tags: ecommerce, online shopping, retailing
Del.icio.us Tags: ecommerce, online shopping, retailing

 
     :: Try iContact for FREE for 30 Days! Sign up now at iContact.com ::


Login To Comment


Become a Member

Not already a part of our community? Sign up to participate in the discussion. It's free and quick.

Sign Up

Be the first to comment on this article

999 E Touhy Ave
Des Plaines, IL 60018

Toll Free: 1.800.817.1518
International: 1.773.628.2779
Fax: 1.773.272.0920
Email: info@websitemagazine.com

Facebook


Twitter