The holiday hustle and bustle is just beginning and in preparation of their busiest season, retailers have amped up their advertising, readied their sales associates, and decked their shelves with the hottest gifts of the season. But they may be forgetting one important thing. Stocking up on service.
Even though many analysts predict a moderate increase in holiday retail sales, data from our latest Aspect Consumer Experience Index survey shows that over one third of all consumers will have lower customer service expectations during this holiday season. And with 52% of consumers having moved their business from retailers in the last year due to poor customer service, companies may find that weak customer support during the holidays impacts sales long after the season has passed.
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