Oracle NetSuite + Retail Doctor Survey Reveals Customer Service Disconnect Between Retailers And Shoppers
Oracle NetSuite and I partnered to find out exactly where the disconnect between shoppers and retailers is occurring and how those findings could point the way forward for brick and mortar retailers competing with online.
We engaged Wakefield to survey 1200 consumers and 400 retail executives in the U.S., UK, and Australia. I found the gap between the expectations about what retailers thought they were providing and what consumers were experiencing to be in line with my own shopping.
No retailer wants their customers to be confused or anxious, yet more than half of respondents have felt that way while shopping. Shoppers will only feel confident if they develop an emotional connection to the brand.
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