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.
The Modern Customer - Here's 6 things you need to know.
here's 6 things you need to know.
70% of all buying decisions are based on how customers
believe theyare beingtreated.Yet,only7%of customers
report that their personal experience with businesses
exceed their expectations.
they expect a personalized
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 to
guarantee a better customer experience. The number
one reason for customer churn? Not price, but overall
they aren't motivated by
but customer service is key.
TIP Focusing on dollars and cents is shortsighted - instead focus on customer experience.
Over 78% of consumers now rely on
their social networks prior to making a
purchase. Referrals are also
important for retailers, as friends
referred from friends make better
customers - they spend more, convert
better and shop faster.
they rely on
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 walk
around - and customers are far more likely to head
straight to the products they need rather than
browsing. In contrast, smaller stores seem far more
'manageable', so customers usually browse the
entire store, even if they just come to pick up one or
two specific products.
they are happier in
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 negative
feedback than positive, If a customer has had a
negative experience they are still likely to just simply
leave and not come back. The ones who are willing to
share their negative experience? They usually pass it
on to upwards of 20 people.
they aren't likely to give
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 to
reference their mobile device while in-store rather
than ask a sales associate for help. Additionally,
Retailers with mobile apps that offer in-store
capabilities see upwards of five times more app
Even when in a store.
TIP Ensure customer experience is awesome across all channels, regardless of device and location.