It is no secret that satisfied customers equal good business. However, a majority of American consumers are dissatisfied with the service they receive, both in-store and online: nearly 80% have quit in the middle of a transaction due to an unpleasant customer experience, according to an American Express survey.
To improve the overall experience and the bottom line, merchants should place more of a focus on the customer: 70% of American shoppers say they would spend 13% more with a company that provides helpful and friendly service. This infographic highlights the impact of a good versus bad customer experience and offers tips for improving customer engagement within stores and online.
