Have you ever been completely put off by a brand you loved after a bad customer experience? 🛍️ 32% of people said they’d walk away from a brand they love after only one negative experience. This jumps to 92% after two negative interactions 😯 We never want customers' experiences to just be 'satisfactory', we build and train diverse teams who are enthusiastic and eager to learn so that they can deliver the best and most memorable customer experiences. When we put our people in-stores and at events, brands have seen customer satisfaction scores of 4.7/5 and a 34% increase in retail sales 🤩 If you want to learn more about the power of human touch, check out our blog 👇 🔗 https://bit.ly/4eWODDM Source: PWC #HumanTouch #Retail #RetailMarketing #FieldMarketing #ThoughtLeadership
The numbers don't surprise me or the need to talk with someone knowledgeable in-store. It still happens too often. You walk into a store and try to find someone that can support or inform your purchase decision and, very often, you know more than they do.
It's amazing how one bad experience can turn people away from a brand they once loved. Seeing that 32% would leave after one negative encounter and 92% after two, really highlights the importance of great service and human connection.
I completely agree with this, I was put off my favorite clothing store years ago by a sales assistant telling me their clothes didn't go up to a particular size - I never shopped there again.
With a background in Retail and Customer Experience, I can see how these stats weigh up. It's so important to remember how represent the brands we work for, as it is so much easier to share a negative experience than it is to share a positive one
These are really good insights and well worth a read. It goes to show how important the right people in the right role really is.
Really insightful. In Recruitment we try to offer the best candidate experience and will be introducing candidate and hiring manager happiness surveys soon - so we can be impactful with our recruitment too!
Definitely experienced this before, but shocking to see in real life stats!
Great insight! One negative experience can really impact customer loyalty. It’s impressive to see how focusing on enthusiastic, diverse teams drives such strong results. I’ll check out the blog for more on the power of human touch.
This is very insightful!!!
Retail Experience Projects Manager PRINCE2 Certified PM
2moFrom my personal experience in the field, the postive numbers are not a surprise. Countless times over the years after an engaging, specific and tailored training session I'd receive a message similar to "Used what you taught us today and we've sold 5 of X product". Having the right people, in the right place, at the right time is incredibly impactful. Great to see that our people are driving some really great performance 👏