Loyalty and rewards programs provide reasons for consumers to routinely shop at one retailer, but these programs are falling out of favor with one important group.
The quality of customer service consumers experience through all channels (email, phone, etc.)
60% of US consumers have not completed an intended purchase based on a poor customer service experience.
Lack of effective customer service on social media seems to be spilling over into users' willingness to interact with brands at all on the channel.
Nearly half of all luxury consumers demand an apology, refund, or incentives following a poor customer service experience.
Persons:
Collinson, — it's, Nancee Halpin
Organizations:
Microsoft, Insider Intelligence, Business