Listening to your customers has always been important, but in 2016 understanding their issues is vital for retailers seeking to stay ahead when it comes to customer experience. This is because we live in the expectation economy, a crowded marketplace where customers buying online will not think twice about going elsewhere if you're not up to scratch.
Neglecting customer feedback is no longer an option - nearly 70% of customers report that the reason they leave a company or brand is because they think it doesn't care about them (SmartOffice 2015). The very act of requesting feedback from consumers has a number of benefits, from stalling abandonment, to driving engagement and customer loyalty. And all this before you even get to analysing what they're saying!
Thankfully we're able to help out with that, take a look at the infographic below to learn what the top 5 complaints in retail are, or download the full report to find out:
- The top 10 complaints from 2011 to 2015
- How these have changed (look out for a few surprises!)
- Solutions and best practice examples