News : UK Retailers Not Delivering on Customer Experience
London, UK, April 3, 2017 -- A new Eptica study reveals U.K. retailers are not providing a rewarding customer experience despite the fact consumers are more likely to buy if they have a positive customer experience interaction.
Just 7.5 percent of companies respond on all four customer query channels (email, Twitter, Facebook and email) and 46 percent of customer queries go ignored, according to a press release on the study.
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The 2017 Eptica Retail Conversation Study polled 40 top retailers in the fashion, consumer electronics, food and drink and entertainment and surveyed 1,000 consumers regarding satisfaction from a retail experience.
"Consumers today demand a high-quality experience from retailers — whatever channel they use to make contact," said Olivier Njamfa, CEO and co-founder of Eptica, in the release. "They value having a real-time conversation, yet too many retailers are letting them down, settling for average service at best, rather than delivering an experience that will drive long term loyalty."
Posted by Veronica Silva Cusi, news correspondent
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