Retailers failing to satisfy mobile shoppers are losing many of those customers.
A new global study of consumer experiences shows that customers are increasingly frustrated by the level of services they experience and that they have to contact a company multiple times for the same problem.
The Global Consumer Pulse Survey by Accenture measured the experiences of 13,000 customers in more than 30 countries across 10 industries.
In addition to the overall finding that the majority (51%) of consumers switched companies during the last year because of poor customer service experiences, there are some insights on how mobile can be tapped to help prevent the switching.
This matters a lot for commerce, since the switching rates were highest among retailers.
Deep in the study are some interesting stats on how consumers view mobile, especially around their expectations.
As more shoppers turn to their smartphones and tablets for product info and purchase activity, it’s quite natural that customer service would move front and center.
As the study results show, the easy answer to a negative consumer experience is for them simply to shop elsewhere.