We all love to GO shopping, right ? Just go to the mall. The mall here where I live is so packed from morning to night that it’s actually hard to find a parking spot. But ask them about the actual shopping experience itself and it becomes a surprisingly different picture. Here are 13 things that are making the experience less than ideal, and I’ve included the links to the source report or article for each one.
1. 73% of customers believe they are more informed than sales associates. (Source: Internet Retailer. ) Tweet This Stat
2. 65% of retailers are barely meeting or are below the expectation for the in-store experience. (Source: Deloitte ) Tweet This Stat
3. 9 out of 10 consumers surveyed – 93 percent to be exact – say that companies fail to exceed their service expectations. (Source: American Express. ) Tweet This Stat
4. Customers will tell an average of 53 people about a bad customer experience. (Source: American Express ) Tweet This Stat
5. 89% of consumers quit doing business with a company because of a poor customer experience. (Source: Oracle ) Tweet This Stat
6. 79% of consumers who had a negative experience with a company told others about it. (Source: Oracle ) Tweet This Stat
7. 86% of customers will pay more for a better experience. (Source: Oracle ) Tweet This Stat
8. According to the 2,100 consumers surveyed “store associates not easily accessible” scored in the 80th percentile among things customers dislike about the store shopping experience. (Source: RIS News ) Tweet This Stat
9. Over 50% of consumers believe that the amount of sales help they receive in stores today has declined. (Source: Deloitte ) Tweet This Stat
10. 68% of lost sales could have been recaptured if a store associate were able to order the item and have it delivered to the shopper’s home. (Source: Motorola ) Tweet This Stat
11. 55% of lost sales would have made their purchase if a store associate could find another location with that item in stock. (Source: Motorola ) Tweet This Stat
12. 82% percent of store associates agreed that improving in-store communication between staff and managers would positively impact the consumer shopping experience. ( Source: LJS Strategic Research ) Tweet This Stat
13. 67% of U.S. online adults who have a social media account just don’t want to interact with companies at all. (Source: Edison Research ) Tweet This Stat
