Study: Service levels steer shoppers' retail choices

10/22/2013 | Women's Wear Daily (subscription required)

The percentage of international consumers who have changed the retailers they do business with because of bad service rose to 27% from 23% a year ago, according to an Accenture survey of 12,867 consumers in 32 countries. "In a way, this is a good-news, bad-news situation for retailers," said Robert Wollan, global managing director of Accenture's sales and customer services practice. "It means the greatest risk of losing customers but also the greatest opportunity for retailers looking for new business."

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