Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format. With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

Get it on Amazon (Kindle/Print)

Poor CX puts US$1.9 trillion in consumer spending at risk

Half of consumers cut their spending after a bad experience

The study comes at a time when businesses are facing COVID-related supply chain delays and staffing shortages as the holiday shopping season approaches.

Consumers can switch loyalties with the click of a button, and they still expect businesses to deliver on promises, not just regarding their products but for quality customer service as well. Ahead of seasonal sales and large shopping events, like Black Friday, the results underscore the importance of customer service, as more than half (53%) of consumers have cut spending after a recent bad experience.

Ongoing health concerns may prompt customers to shop online this year, and the new global study shows that online retailers are more likely than department stores to deliver poor customer experiences, which could include late delivery, cumbersome return policies, representatives who lack the knowledge to solve customer problems or a confusing app or website. As a result, department stores have a higher customer trust and loyalty rating and less revenue at risk - 6.5% compared to online retailers' 13%.

Overall, government agencies, internet service providers, mobile phone providers and airlines are the industries most likely to deliver poor customer experiences and are among the least trusted by consumers. On the other hand, consumers of the pandemic era are least likely to report a bad experience with supermarkets, streaming media services, department stores and fast food restaurants. Supermarkets have the lowest sales at risk due to poor experience at 4.7% of revenue.

"Consumer expectations are higher than ever this holiday season. With all the ways the pandemic is affecting retailers, we may see shoppers running into frustrating situations, including items being out of stock and fewer employees available to help them find what they need," said Bruce Temkin, Head of Qualtrics XM Institute. "That's why it's critical for businesses to focus on what they can control: relentlessly improving their customer experience. Retailers need to tap into customer insights to build up digital channels that deliver personalized experiences that seamlessly connect with their in-store offerings."

In the table provided below, highest and lowest numbers are in bold type:

The Qualtrics/XM Institute Global Consumer Study evaluated 17,509 consumers across 18 countries, including the United States, Australia, Brazil, Canada, France, Germany, Hong Kong, India, Indonesia, Japan, Malaysia, Mexico, Philippines, Singapore, South Korea, Spain, Thailand and the United Kingdom. To ensure the data is reflective of populations, quotas were set for responses to match the age, gender and income demographics of each country. The US$1.9 trillion US number is an estimate based on study findings and global household consumption numbers from the World Bank.

More information about the study can be found via the XM Institute's blog at https://xminstitute.com/blog/bad-experiences-risk-sales/

Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format.

With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

You'll learn to sell yourself, sell your products, and sell your brand on the internet, writing high-conversion landing pages, social media posts, and more. You'll start attracting customers you didn’t even know existed, and learn the top trade secrets for customer retention.

You'll become a lean, mean selling machine. See how the experts do it and learn to adapt what they've done for your own profit. You'll learn to write strong, powerful, effective sales copy, whether it's for a sales script, sales letter, flyer, insert, advert or just about anything else.

You'll learn how to sell whether you're selling by telephone, by mail, or even meeting prospects face-to-face. You'll find out how to size them up, present yourself, nail down their true needs, close the sale, and learn to tackle the tricky ones.

You'll discover the biggest secrets of successful direct mail sellers, sales letter writers, and how to segment and choose the right prospects for each campaign.

Get it on Amazon (Kindle/Print)