亚利桑那州立大学W.・P.・凯里商学院(Arizona State University's W.P. Carey School of Business)在2013年秋季对1,003名消费者进行了调查,发现消费者对零售商的不满有所增加。有半数受访者在过去12个月中遇到过产品或服务问题,高于2011年即上一次调查展开时45%的比例。消费者的心情也非常沮丧,有68%的受访者表示出现的问题让他们“非常”或“极其”不高兴,高于2011年刚到60%的比例。
'There were two things that increased the most -- yelling and cursing,' says Scott Broetzmann, chief executive of Customer Care Measurement & Consulting, the survey's principal designer.
该调查的主要设计方Customer Care Measurement & Consulting的首席执行长斯科特・布勒茨曼(Scott Broetzmann)说:“有两样东西增加的最多──叫喊和咒骂。”
Several executives at both Lord & Taylor and Saks said they always want to know about a problem, rather than have an upset customer leave the store in a huff. At the Saks Fifth Avenue flagship New York City store, a tourist destination that sees close to a million shoppers between Thanksgiving and Christmas, every receipt has the email address of John Cruz, the store's general manager, printed at the bottom.
Lord & Taylor及萨克斯百货的几名高管称,他们一直都想了解问题,不想让顾客怒气冲冲地离开商场。萨克斯百货的纽约旗舰店算得上一个旅游目的地,在每年的感恩节及 诞节期间会迎来近百万顾客,它的每张购物小票的底部都印着该商场总经理约翰・克鲁兹(John Cruz)的电子邮件地址。
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