How to transform the in-store customer experience

Published on February 19th 2018
By Anne-Marie Lavelle

How to transform the in-store customer experience

Transforming the in-store customer experience

When a customer’s perception of a brand does not match the in-store reality, they are likely to complain or discontinue their purchase. Our latest whitepaper research revealed that £3.4 billion a year is being lost each year as a result of poor customer service. Not only this, it also found that the average retailer will lose 10% of its footfall due to in-store waiting times. That means that UK retailers in aggregate lose a total of £15 billion in potential sales a year due to walkouts from their stores.

Whilst some customers might turn to competitor stores or the internet to continue their purchase, on average 25% of customers will discontinue their purchase journey entirely. These statistics negate the work done by retailers to try and build their brand reputation and attract customers to their store outlets.

Register for our upcoming webinar

Our upcoming webinar on the 27th September will provide insights into the existing challenges which are faced by brick and mortar retailers in today’s economic environment and identify ways to overcome them.

To register, click here.

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