News : Retailers' Efforts to Improve Customer Service Not Working
July 22, 2014 -- Around 30 per cent of retailers say their efforts to try and improve customer experience are not working, according to a report.
Fusion Affinities’ report showed that 92 per cent of retailers agree that providing a high customer service is vital to their businesses’ success, but many are still failing to follow through with the strategies and plans put in place to improve.
Just under half of consumers still consider shopping in a physical store to be highly important to them. Around 56 per cent admit they are struggling to improve this customer experience in-store.
Many reported that they are finding it difficult due to a lack of in-house experience to guide them through creating a great customer experience. 41 per cent of the businesses surveyed said that lack of experience is holding them back.
Posted by Veronica Silva Cusi, news correspondent
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Published: Thursday, July 24, 2014