Putting customers first is a well-used mantra by retailers seeking to remain closely connected to what customers want. But, how good are multi-channel retailers at listening and incorporating what they hear into their service offer?
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Overview
Overview
This report provides in-depth analysis and insight supported by a range of data. At the same time, introductory and top-level content is provided to give you an overview of the issues covered.
Insights and Opportunities
Market in Brief
Fast Forward Trends
Market
Market
Mintel provides a range of market information across categories including: forecasting and share information; internal and broader market environment information; and the issues that affect the market in question.
Issues in the Market
Internal Market Environment
Broader Market Environment
Market in Context
Other
Industry Insights
Who’s Innovating
What Consumers Think of Service Standards
What Consumers Think of Service Standards – Detailed Consumer Demographics
The Makings of a Good Service Experience
The Makings of a Good Service Experience – Detailed Consumer Demographics
The Makings of a Bad Service Experience
The Makings of a Bad Service Experience – Detailed Consumer Demographics
Service Standards – Best and Worst Retailers
Service Standards – Best and Worst – Detailed Consumer Demographics
The Impact of Bad Service
The Impact of Bad Service – Detailed Consumer Demographics
Customer Complaints and the Service Experience
Customer Complaints – Detailed Consumer Demographics
Future and Conclusions
6th January 2009
Before buying products, consumers are increasingly making use of online customer recommendations / reviews from buyers. Yet many companies are not wise to both the dangers and opportunities this creates…
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