The Power of Customer Convenience: Operational Factors Found to Increase Usage of Grocery eCommerce Service by 2.2x
Customers who had a negative experience were 2.6 times more likely to use a service less often than those with a positive experience.
- Customers who had a negative experience were 2.6 times more likely to use a service less often than those with a positive experience.
- These dissatisfied customers were also 3.4 times more likely to switch to another service and 1.6 times more likely to stop using this type of service entirely.
- "Grocery retailers who want to grow their online business need to improve the overall customer experience, said Mark Fairhurst, VP Marketing at Mercatus.
- Our clear thinking and practical solutions help clients make their strategies and customer offers more compelling and relevant in the changing U.S. grocery market.