Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere.
VOLUME 37: November 2014
Thoughts on the Customer: The Sympathetic Holiday Shopper
If you read our December 11 blog post, you know that we recently conducted a survey of consumer attitudes on holiday shopping. One of the findings you might have noticed was that 86.8% of respondents said they have “felt sorry” for retail workers who work on holidays. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.
It should be noted that both our question and LoyaltyOne’s only scratch the surface of this topic and also don’t (seem to) account for the difference in feelings people might have for industries that are generally expected to be open on holidays, like movie theaters and restaurants. However, the two data points do give an indication of overall sentiment.
In our survey, we collected some interesting anecdotal data as well through an open-ended question: “What do you dislike most about holiday shopping?” We received a wide array of responses to this question, and some of the strongest, most impassioned responses were around the commercialization of the holidays and making staff work on holidays.