Who did they ask in this poll?!

[taxguykarl]

The title says a lot: Shoppers will switch for customer service. No surprise there, but the poll they cite:

Asked how they would spend more cash with a particular retailers, consumers cited the following:
■ 40% said they would spend more for an improved "overall customer experience."
■35% said they would do more business with companies that handled their questions better.....
70% of shoppers have stopped doing business with companies over a single lousy customer service experience. Worse for those companies, 92% of those shoppers went directly to a competitor to do their shopping.

The first stat cited would be news to us, wouldn't it?

[csquared]

For starters, it was a European survey. "The survey focused on 1400 online shoppers (50% female, 50% male) who had made a complaint or enquiry to a customer services department in the last 12 months."

I would almost interpret that as "You lost 70% of your worst customers."

[Raveni]

Yup, people who want an improved "overall customer experience", and wanted their questions answered, BUT NEVER STEPPED INTO THEIR STORE before complaining.

[csquared]

You have to remember that some of these online stores have no brick & mortar.

When I think online shopping, I think self serve. Customer service is NOT what I am looking for unless I get a defective product. I am also thinking discount.

Gut level feeling is the "I would pay more" is BS.