While retailers struggle with sluggish sales and consumers become less enamored with the in-store shopping experience, online shopping has become more mainstream. In fact, in a recent survey among 10,000 shoppers, customer satisfaction at retail stores is declining up to 15% a year. I’m not surprised. Are you?
Sure, online shopping gives buyers information they can’t get from a store associate. After all, how much can a sales associate know about the merchandise when he or she gets only one week of real training when they’re hired and employee turnover is the highest it’s ever been?