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Press Releases and Articles
Articles
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13/07/2009
The Elements Of A Great Shopping Experience
Want to earn customer loyalty? Read this.
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08/07/2009
Getting to 'Wow': Consumers Describe What Makes a Great Shopping Experience
Paula Courtney found "wow" when she took her daughter to the employee washroom at her local grocery store. A sign by the door instructed workers to remain physically by the side of any customer experiencing a problem until that problem was resolved. Later, when Courtney was in the checkout line, the cashier noticed Courtney's blueberries were squishy. The cashier insisted on walking back to the produce section to find a fresh box.
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10/12/2008
The Mall Pall: Have America's Biggest Shopping Centers Lost Their Allure?
While shopping malls once epitomized America's consumer society, new Wharton research suggests that these days, shoppers find the mall environment predictable and uninspiring, plus it's hard to park and there aren't enough restaurants. The research, conducted by Wharton's Jay H. Baker Retailing Initiative and The Verde Group, offers mall developers some suggestions on how they can respond to consumer complaints -- without spending a lot of money.
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08/12/2008
Shoppers complain it's no fun at the mall
Some 80 percent of mall shoppers questioned said they experienced a problem on their last visit, according to a study conducted by the Baker Retailing Initiative at the University of Pennsylvania's Wharton School and the Verde Group, a market research consultancy.
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28/11/2007
Men Buy, Women Shop
When it comes to shopping, women are from Nordstrom's and men are from Sears. Women are happy to meander through sprawling clothing and accessory collections or detour through the shoe department. They like to glide up glass escalators past a grand piano, or spray a perfume sample on themselves on their way to, maybe, making a purchase. For men, shopping is a mission. They are out to buy a targeted item and flee the store as quickly as possible, according to new Wharton research.
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30/10/2007
Shoppers at Risk - Problems with Salespeople Most Detrimental to Retailers
A new study released in May 2007 finds that Americans clearly deem front-line sales staff the single biggest detriment to their shopping experience, resulting in more lost business and negative word of mouth than any other shopping problem.
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16/05/2007
Are Your Customers Dissatisfied? Try Checking Out Your Salespeople
The sales associate shifts her gaze off to the side just as the customer approaches. Suddenly she is intent on restocking merchandise or discussing when she will take her next break -- anything to avoid actual contact with a shopper. It's the type of behavior that galls customers and dominates the list of complaints cited in the second annual Retail Customer Dissatisfaction Study conducted by Wharton's Jay H. Baker Retail Initiative with the Verde Group, a Canadian consulting firm.
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12/05/2007
Good Help Hard to Find
Having trouble finding a good sales clerk, or for that matter any sales clerk, is the single biggest deterrent to boosting a store's sales, according to a new study.
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10/05/2007
Shoppers Most Dissatisfied With Lack of Sales Staff
Consumer respondents to the Retail Customer Dissatisfaction Study, conducted by the Verde Group and the Baker Retail Initiative at the University of Pennsylvania’s Wharton School, cited not being able to find a salesperson as the biggest detriment to their shopping experience.
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01/06/2006
Talk of the town
You’re not likely to know it, but negative word of mouth could be hurting your business.
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17/04/2006
Revenge of the Irate Shopper
A new study shows that people told about a friend’s or relative’s bad shopping experience are up to five times as likely to avoid the store in question as the original unhappy customer.
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15/04/2006
Shopper Revenge
These days, customer service gets a lot of lip service. With dreams of happy customers, repeat business and higher returns, retailers spend much time and money measuring the success of their customer service practices.
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14/03/2006
Biz Buzz: Shoppers unashamed to bad-mouth retailers
Attention retailers: Pamper those customers, or else.
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01/03/2006
Beware Customer Discontent
A major new study of shoppers’ discontents offers the startling conclusion that retailers may lose more business from negative word of mouth than from loss of customers who actually have a bad experience.
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28/02/2006
Shoppers Seek Revenge for Bad Experiences
More than 50% of American shoppers say that a negative shopping experience of a friend or colleague will prevent them from setting foot in a store altogether.
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26/01/2005
Poor image affects sales, study shows
Fifty-one per cent of Canadians will not even walk into a store if they've heard something bad about it from friends or family, according to a survey released yesterday.
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26/01/2005
Bad word of mouth a business killer: Know-nothing clerks draw most complaints: survey
Shoppers are making retailers pay for poor service by bad-mouthing them to friends and family, half of whom will then boycott them, a new study claims.
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25/01/2005
Bad experiences for shoppers are bad news for retailers: survey
When shoppers don't like a store, they tell five family members and friends, a Toronto consulting company says.
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07/09/2004
Serving service to customers
A recent report says retailers who hope to survive U.S.-based department store Target's takeover of Hudson's Bay Co., should rumour become reality, need to improve customer service now, before it's too late.
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02/09/2004
Improve customer experience or be Target
According to a Toronto-based customer retention expert, even though 14 per cent of revenue is tied directly to the customer experience, tens of millions of dollars hang in the balance if Canadian merchants do not take steps to improve customer service.
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20/04/2004
Remarkable Impact on Your Customers Leads to Remarkable Margins
Most companies are too subtle in defining what differentiates them. You have to be "remarkable" and you have to say so.
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Radio Interviews
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