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Where, Why and How we shop is changing - here is 6 Interesting statistics on the modern customer. Interested in how we can help retailers use technology to embrace the modern customer - see more at http://www.packetwire.ca/how-we-help.
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70% of all buying decisions are based on how customersbelieve they are being treated. Yet, only 7% of customersreport that their personal experience with businessesexceed their expectations.
they expect a personalizedexperience
each time, every time.
TIP Focus on meeting and exceeding the needs of each customer as they come in the door.
In fact, 55% of customers would pay extra toguarantee a better customer experience. The numberone reason for customer churn? Not price, but overallcustomer service.
they aren't motivated byprice
but customer service is key.
55%
TIP Focusing on dollars and cents is shortsighted - instead focus on customer experience.
Over 78% of consumers now rely ontheir social networks prior to making a
purchase. Referrals are alsoimportant for retailers, as friendsreferred from friends make better
customers - they spend more, convertbetter and shop faster.
they rely onsocial proof
such as feedback from their friends and neighbours.
TIP Listen to what people are saying and be involved in conversations about your brand.
Larger stores are often seen as being too big to walkaround - and customers are far more likely to headstraight to the products they need rather thanbrowsing. In contrast, smaller stores seem far more'manageable', so customers usually browse theentire store, even if they just come to pick up one ortwo specific products.
they are happier insmaller stores
and spend more time in them too.
TIP Don't worry about space - optimize your store's layout and product placement for best results.
Over 90% of customers won't provide feedback.While you are 20% more likely to receive negativefeedback than positive, If a customer has had anegative experience they are still likely to just simplyleave and not come back. The ones who are willing toshare their negative experience? They usually pass iton to upwards of 20 people.
they aren't likely to givefeedback
But when they do, it's probably negative.
TIP Feedback is crucial - but don't expect customers to provide it. Find creative ways to engage and collect .
73% of shoppers with smartphones prefer toreference their mobile device while in-store ratherthan ask a sales associate for help. Additionally,Retailers with mobile apps that offer in-storecapabilities see upwards of five times more appengagement.
they aremobile
Even when in a store.
73%
TIP Ensure customer experience is awesome across all channels, regardless of device and location.
