78% of customers say poor customer service makes them lose trust in a brand Personal engagement of often viewed as being most important in the B2B context or environment, and that may well be the case. The fact is however it is also of critical importance in the retail and other B2C environments. A recent […]

78% of customers say poor customer service makes them lose trust in a brand Personal engagement of often viewed as being most important in the B2B context or environment, and that may well be the case. The fact is however it is also of critical importance in the retail and other B2C environments. A recent study found that 78% of people blame personal service, which requires personal engagement, as being directly linked to trust in the retail environment. Another study found that 20% of businesses now view customer experience, of which customer engagement is a critical component is the most exciting opportunity in the year ahead, while yet another study found that 86% of buyers will pay more for a better customer experience. Customer experiences are largely determined, in many retail environments by the quality of the customer engagement and the capacity of staff to establish a trusting ‘relationship’ The fact…