News : Online Shoppers Expect Return Options, Loyalty Perks, and Seamless Security
Ann Arbour, MI, USA, Nov 16, 2016 -- TCFI Group and Radial released the second 2016 Holiday Retail Report, based on the results of a survey to more than 500 consumers capturing their feedback regarding a recent online shopping experience. The focus of this latest survey centers around the importance of having multiple options for returning products purchased online, the reasons shoppers join loyalty programs, and how fraudulent purchase alerts affect future purchasing behaviors.
Return Options - 87% of online shoppers say having multiple return options makes them more likely to purchase a product online. Having a synchronized omnichannel platform that allows shoppers to return products in-store or ship them back with ease is a necessity rather than an attractive bonus offering.
Loyalty Perks – 93% of shoppers who sign up for a loyalty program say special promotions are an influential factor in their decision to sign up. Access to these special promotions is the main motivator for joining loyalty programs.
Seamless Security – 27% of shoppers affected by an incorrectly identified fraudulent charge say that they will no longer shop with that retailer. Another 40% indicate that they will be hesitant to order from that retailer again. This clear negative impact makes effective fraud management a critical capability for retailers.
Holiday peak season is a challenging time for contact center personnel. The dramatic surge in ever- demanding customers can be chaotic and disruptive. However, by making returns easy, offering exclusive specials through the loyalty program, and ensuring a secure but smooth transaction process, contact centers can play a critical role in boosting shopper satisfaction and retaining customers.
#contactcenterworld, @cfigroup, @radialcorp.
Posted by Veronica Silva Cusi, news correspondent
Source: CFI Group
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CFI Group is a customer satisfaction measurement technology and analytics firm. CFI Group provides a Customer Feedback Management (CFM) technology platform that leverages the science of the American Customer Satisfaction Index (ACSI). This platform continuously measures the customer experience across multiple channels, benchmarks performance, and prioritizes improvements for maximum impact. Founded in 1988 and headquartered in Ann Arbor, Michigan, CFI Group serves global clients from a network of offices worldwide.
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