Retailers must create “wow” shopping experiences if they want to satisfy customers and keep them coming back, according to a recent study from Wharton’s Baker Retailing Center and The Verde Group, a global customer experience consultancy.
The survey-based study found that retailers can increase shopper repurchase intent by nearly 60% by consistently delivering a great experience, whether in-store or online. What defines a “wow” depends on the shopper and type of store, but hassle-free customer support is at the top of the list.
