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Bad customer service driving people to ecommerce
Jan 22 2012, 20:11 PM
There is a direct correlation between increased reports of bad customer service and the number of people embracing ecommerce, it has been suggested.
A report from Inside Retail suggested that previously people experimented with online shopping but now people are changing their shopping habits to online after being dissatisfied with the service they receive from shops.
This was certainly evident over the Christmas period when a record number of Australians flocked online to make their festive purchases while the high street struggled.
Writing for the news provider, consultant Dennis Price stated that the retail landscape will change dramatically in the coming years and retailers will have to alter their strategies in order to keep up.
He suggested that in a tough retail climate it is advisable that retailers try to make big changes which set them apart from their competitors and respond to what customers want.
He added that a 'business as usual' attitude is sure to fail, meaning something unexpected is added – perhaps a new customer service strategy.
Posted by Neil Hill
Experian QAS are the experts in solutions for retail organisations
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