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Author Topic: Bad experiences for shoppers are bad news for retailers: survey
Anchoress
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posted 25 January 2005 10:45 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
TORONTO - When shoppers don't like a store, they tell five family members and friends, a Toronto consulting company says.

quote:
And that's a big problem for retailers because more than half of Canadians will not even enter a store if they've heard something bad about it, a new survey shows.

"Negative word of mouth has become one of the biggest business-killers in Canada," the Verde Group said on Tuesday, based on a survey of more than 1,000 shoppers done in December.

Verde said it helps companies such as Rogers Communications, the Royal Bank and Toyota identify sources of consumer dissatisfaction and fix them.



From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Stephen Gordon
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posted 25 January 2005 10:52 PM      Profile for Stephen Gordon        Edit/Delete Post  Reply With Quote 
The people who identified the 'problem' are also the same ones who are selling services to solve it.

Very sloppy journalism.

Then again, they must be good at 'creating good buzz' if they can get the CBC to do their advertising for them


From: . | Registered: Oct 2003  |  IP: Logged
Puetski Murder
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posted 25 January 2005 11:34 PM      Profile for Puetski Murder     Send New Private Message      Edit/Delete Post  Reply With Quote 
When I worked at Cineplex Odeon they exaggerated that figure to 20 people. I always thought that was them being corporate jerks, because people come to movie theatres for the movies, not the excellent service.
From: Toronto | Registered: Feb 2003  |  IP: Logged
verbatim
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Babbler # 569

posted 25 January 2005 11:46 PM      Profile for verbatim   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
Let's try out their theory, shall we?

I am, like, totally disappointed in the service I got from the Verde Group. I called their number, and the receptionist was totally rude. And then, I was on hold forever. And finally, I got transferred to a voicemail, and the system hung up on me! I'm telling you, don't call the Verde Group if you're looking to talk to someone about how to improve your sales.


From: The People's Republic of Cook Street | Registered: May 2001  |  IP: Logged
Bobolink
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posted 26 January 2005 01:10 AM      Profile for Bobolink   Author's Homepage        Edit/Delete Post  Reply With Quote 
It is a truism in all business that the best customer is one you already have. Keep the customer/client happy and you'll get repeat sales. Lose a customer and it's almost impossible to lure the client back. It costs about ten times as much to gain a new customer as it does to retain an existing one. Some retaillers have never understood this.
From: Stirling, ON | Registered: May 2004  |  IP: Logged
Anchoress
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posted 26 January 2005 02:54 PM      Profile for Anchoress     Send New Private Message      Edit/Delete Post  Reply With Quote 
quote:
Originally posted by Oliver Cromwell:
The people who identified the 'problem' are also the same ones who are selling services to solve it.

Very sloppy journalism.

Then again, they must be good at 'creating good buzz' if they can get the CBC to do their advertising for them



Yeah, I know that irked me. I also think the part about the worst customer service problems being in Ontario shouldn't have passed without pointing out the probable cause thereof.


From: Vancouver babblers' meetup July 9 @ Cafe Deux Soleil! | Registered: Nov 2003  |  IP: Logged
Alix
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posted 26 January 2005 03:06 PM      Profile for Alix     Send New Private Message      Edit/Delete Post  Reply With Quote 
I know that I told lots of people about the terrible experiences I had as an employee at a retail store, but I don't think that ever stopped any of them from shopping there.

Or maybe that's a different matter than having a bad shopping experience.


From: Kingston | Registered: Feb 2002  |  IP: Logged
Pimji
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posted 27 January 2005 08:09 PM      Profile for Pimji   Author's Homepage     Send New Private Message      Edit/Delete Post  Reply With Quote 
No, I think Canadians are good servants and will do as they are told. Long line ups, uninformed staff, over priced goods and services (bank fees), mixed up prices on the shelf, we just grumble and go on handing our money over in our obsession to shop.

Q. How do you get 50 Candaians to get out of a swimming pool?

A. You say "Everyone please leave the pool."
It's amazing how business owners love to shop high end for luxuries but when it come to hiring workers they want rock bottom prices and expect gold plated service.
If I worked at a low wage no benefit retail job I doubt I'd give a rats ass if the customers ever came back.

When you have that crown or bridge put in or have a retainer made for your child rest assured your dentist has hired a lab that offers great service (for themselves) at the expense of quality. The dental industry is retail as well.


From: South of Ottawa | Registered: Apr 2001  |  IP: Logged

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