Customer service can make or break a company's reputation. It's also a leading reason why consumers choose to abandon a retailer and take their money elsewhere.
According to a recent survey of US shoppers by private software research company Qualtrics, customer service "deal breakers" vary when it comes to shopping in-store vs. online.
For example, nothing would steer in-store customers in a different direction more than rude employees (42%)—followed by a disorganized store (17%), high prices (15%) and long checkout lines (12%).
Meanwhile, 55% of US digital shoppers would be more bothered if their shipment never arrived. Fake reviews and items not reflecting the photo online were among the top concerns that would lead respondents to shop at another company, at 34%.
Other studies have found respondents with similarly strong reactions to disappointing customer experience, both in-store and online.