Here at CTS Service Solutions, we recently performed a survey designed to find out how consumers feel about holiday shopping and to see what customers are actually experiencing during the holiday shopping season.
The Holiday Shopping Experience: Customer’s Viewpoint 2014 was conducted on November 24, 2014 and surveyed 450 male and females between the ages of 18-65 living in the United States. The survey revealed a number of things about the holiday shopping experience:
The infographic below captures a number of themes from the study. Two of the main takeaways relevant to retailers is how much opportunity there is to do better and the stark consequences of failing to execute during peak season.
In short, customers will walk away when the obstruction is too great, and if they have a bad experience, 46% of them will not come back — even after the holiday season is over.
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer’s Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.