A global research study by Oracle has found that brands could lose as much as 20 percent of their annual revenue due to poor customer service, with 95 percent of executives agreeing that delivering a great customer experience is critical to business results.
Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.
Best Buy recently removed e-mail support from its web site, a move the company said was designed to improve response and to give customers the kind of interactions they seek. The problem with this change is twofold.