interesting reading as i am holding for a supervisor at fed ex ... they've really fucked up this time ....
"Biz Buzz: Shoppers unashamed to bad-mouth retailers
Tuesday, March 14, 2006
Attention retailers: Pamper those customers, or else.
More than 50 percent of Americans say a negative shopping experience of a friend or colleague will prevent them from setting foot in a store, according to a study by Verde Group and the Baker Retailing Initiative at Wharton School. About 50 percent of consumers have had a poor shopping experience, and 31 percent tell one or more of their friends -- the average is four.
The survey represented 1,200 responses from U.S. consumers who made purchases worth less than $2,500 during the four weeks leading up to Christmas, with the average purchase price at $163. Typical problems were slow lines, trouble finding products, staff that didn't know the product or lacked courtesy and trouble finding parking,
"This study is unlike anything we've seen before because it shows that for every 100 American shoppers, 64 people will be told about a store's poor products or services and no matter what the store does to entice shoppers, these people will not set foot in their store," says Paula Courtney, president of Verde Group.
Remember when Oprah Winfrey had a bad shopping experience at Hermes in Paris? She told the world about it. "
as printed in the star ledger in nj
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6 comments:
That's all well and good, but we're so stuck with the basics: the grocery store, Babies R Us, Pet Depot, etc. because even though the customer service sucks donkey balls, we need the stuff.
pet depot, sweet? what pet do you have????
WEll, romantically, Cory gave me not one but TWO lizards for my 30th birthday that I was forced to feed and care for until they both fell victim to neglect shortly after Mimi's birth.
that is love, sweet! :-)
don't you hate people who go to restaurants and request to speak to the manager just because they farted too loud? I mean, COME ON! Do you have to have a free meal wherever you go?
all i want is good service. and if i have to stick it to the man by getting something free, then so be it.
if i behaved as badly as some of the service people i've encountered, i would have been fired years ago. (note, this does not include my time in the service deli. i was an ass then.)
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