News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Poor retail customer service decreasing loyalty
Customers are increasingly frustrated with customer service channels that are not integrated meaning they need to repeat themselves several times before their query is addressed.
It's not surprising that almost a third of UK consumers have become less loyal to retail brands over the last five years. While customer service channels have expanded to include mobile, social and online, few companies are set up to seamlessly integrate them all.
According to customer service specialists KANA Software, almost half (48%) of U.K. consumers had to repeat information when communicating with a retailer. Among customers under the age of 35, 1 in 20 said they had to repeat themselves at least five times.
"By forcing consumers to repeat themselves, often several times over a prolonged period, organizations not only deliver inefficient service that costs them money - they seriously affect future consumer loyalty," says Steven Thurlow, head of worldwide product strategy for KANA Software.
"The need for repetition shows not only poor management of customer data, channels and context, but more fundamentally a lack of ownership of the consumer's problem and lack of appreciation for their effort levels."
KANA Software's survey of 2,000 U.K. consumers found that during the last six months more than 1 in 10 used at least five different customer channels to contact a retailer.
"Without a true sense that different channels of communication are linked, people feel that they are wasting their time and, ultimately, this leads to an erosion of loyalty in the retail brand," said Thurlow.
Image via Shutterstock
- Top 3 social trends to watch in 2015
- Why clicks will regain importance in 2015
- Security concerns cause 23% of consumers to shop less online
- Mobile and online key resource for last-minute Christmas shoppers
- Third of consumers never pay full price online
- Online cash register bells will continue ringing on Christmas Day and Boxing Day
- Experts: App usage will change in 2015
- How data will influence 2015
Featured White Papers
- No Longer a Necessary Evil: How Modern CRM Empowers Sales
CRM has long been seen as a must-have sales tool. However, much of the value of traditional CRM accrues to...
- 7 Myths About Online Reviews
When it comes to building and maintaining trust in your brand, online reviews are an extremely valuable addition to your...
- Targeting (That's on target)
"Hopeful messaging is wasted messaging. Clear targeting means more than just Who. It also demands a knowledge of How, When,...
- Leveraging Facebook to Improve ROI on Brand Sites
Rather than deserting your brand site for a Facebook Fan Page, the best digital marketing strategies incorporate a Facebook presence...