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What Makes A Customer Leave Without A Purchase?

 

If you’ve ever wondered why customers leave without making a purchase, you may want to consider a recent study conducted by TimeTrade. Over 1,000 consumers were surveyed about their shopping experiences, and similarities were found regarding the reasons why customers do not make a purchase.

 

The answer seems simple based on this research – being able to find an associate to help, and that associate having the knowledge to assist customers in making a purchasing decision.

 

Approximately half of the respondents indicated that this was vital when they are not certain of their purchase before reaching the store, and 93% reported that they have not always been able to find an associate to help them when they are shopping. Of those who could not find an associate to help them, 90% reported they would take their business elsewhere.

 

Some other interesting findings include:

 

retail findings

 

 

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Walmart Takes E-Receipts to a New Level

E-receipts are becoming widely offered – we’re seeing more and more retailers make use of digital receipts. For someone like myself, who tends to lose receipts from time to time, this is pretty useful.

 

Walmart has recently started offering the same, though it was something I found on my own. Once I tried it out, I learned that it is more than what others seem to be offering at this point.

 

One nice feature is that they are going to start allowing returns with e-receipts. Lists can be created from these receipts as well, which is useful if you tend to do regular shopping there and typically purchase the same items.

 

However, I didn’t realize another benefit of uploading receipts.

 

I noticed the receipt changed on a recent shopping visit, and it introduced the concept of e-receipts. I learned that I could download the app and scan the QR code on my receipt, which would store the receipt for me. I was curious, so I checked it out.

 

The first thing I came across on the first page of the app was a Savings Catcher. It instructed me to scan the QR code and register my receipt. From there, it would review my purchased items and determine if there is a lower price out there somewhere. If there is, they will refund the difference to me in the form of a Walmart Rewards egift card.  I learned that the process takes up to three days, so as of now, I have not found out if there was anything with a better price. I will update this post as soon as I get notification.

 

While I registered the app with my online Walmart account information, I do not see anything related to the e-receipts online. It would be nice if this information was accessible here as well. After doing some digging, I found that you can also enter receipts and manage your Savings Catcher/e-receipts online on a separate area in Walmart’s website. On the app, it indicates that this program is only currently available for iPhone users. Android is coming soon. This is something that they will need to streamline so that users can access their information on their phone and on the website, without needing to go to a different website for the Savings Checker.

 

Looking further into this, I found more information on what this program entails. From reading the FAQ’s, it seems that not all stores include this program and not all items are part of this program. From the site, here is a list of what items are included in the Savings Catcher Program:

 

Savings Catcher applies to many items sold at Walmart stores. This includes:

  • Most groceries such as cereal, rice and most fruits and vegetables except for: store brand items, deli, bakery and weighed items like meat.
  • Consumable items such as paper towels, bleach and trash bags.
  • Health and beauty items such as shampoo and makeup.
  • Select general merchandise items.

And here are the items that are not included:

Savings Catcher does not currently apply to:

  • Store brands, deli, bakery and weighed items like meat.
  • General merchandise items, (including, but not limited to, electronics, media and gaming, toys, sporting goods, housewares, small appliances, home décor, bedding, books and magazines, apparel and shoes, jewelry, furniture, office supplies and seasonal products).
  • Non-branded items.
  • Tobacco, firearms, gasoline, tires, prescription drugs, optical and photo products and services, or products that require a service agreement such as wireless, automotive or financial products.

Walmart is doing their best to stay true to their claim of offering the lowest prices. By saying above that the list of items are not “currently” included in the Savings Catcher program, it makes me wonder if they will change up the program once it starts gaining traction.

 

It’ll be interesting to see if there are any lower prices found, and how the program progresses as I continue to upload receipts. If it works in finding lower prices, at least on a sporadic basis, I believe it will encourage customers to continue to use the program in hopes of building up some extra money.

 

Have you heard of this new program? I thought I was one to keep up with the latest trends, but found this one completely randomly. I was also surprised that this new feature wasn’t pointed out to me at the time I made my purchase.

 

We’d love to hear your thoughts on this new program – if you were aware of it, if you’ve used it, and how you see this changing mobile apps in retail. Share your comments below!

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In Defense Of The Comcast Guy…

 

Last week the social world was buzzing with the news story that went viral. In case you hadn’t heard, a Comcast representative was recorded when assisting a customer to disconnect service. Suffice it to say, the conversation didn’t go very well, and the Comcast representative handled the call very poorly, insisting that the customer explain why they didn’t want to continue service, and to insist that they keep Comcast as their service provider.

 

While the situation was definitely handled in a poor manner, and Comcast had some damage control to do since the recording went viral, it gave me pause in the way companies train their staff who handle customer issues and resolution.

 

It reminded me a little of a telemarketing company I worked for one summer during college. We were calling with a variety of products, from credit cards to globes. Telemarketing is a tough industry, but what made it tougher was when the company insisted that we could not end a call until a customer said “no” three times. Three. And the calls were recorded and monitored, and representatives would get in trouble if this policy was not honored.

 

I fully understand probing for more information in an attempt to save the sale, I really do. But sometimes, it’s not warranted. A good customer service representative should know when to keep trying, and when to realize that there is no saving a sale, and have the ability to adjust their performance accordingly.

 

By pushing certain policies and procedures, offering little to no flexibility in certain situations, is setting up representatives to fail. I am not necessarily saying this is the case at Comcast – this certainly could be a situation where the employee was reprimanded for closing too many accounts, or didn’t follow procedure at all and never attempted to save the sale, thus putting his employment on the line, which resulted in him pushing too hard with this particular customer, setting off an unfortunate chain of events all the way around. However, cases like this serve as a good reminder to have strong policies in place, but realize that not everything is black and white in the world of customer service. By creating policies and empowering representatives to make decisions based on a specific circumstance, it is a win-win situation for all involved – employees won’t be pushed to the point of no return, and customers won’t feel like they have to fight to have their needs met, especially when stopping a service is concerned.

 

The good news? It looks like Comcast is admitting that perhaps their expectations need to be looked at, especially when dealing with customer retention. As recently quoted in an article written at the Consumerist:

 

“The agent on this call did a lot of what we trained him and paid him — and thousands of other Retention agents — to do,” continues Watson. “He tried to save a customer, and that’s important, but the act of saving a customer must always be handled with the utmost respect.

“This situation has caused us to reexamine how we do some things to make sure that each and every one of us — from leadership to the front line — understands the balance between selling and listening,” he admits. “When the company has moments like these, we use them as an opportunity to get better, and that’s what we’re going to do. We will review our training programs, we will refresh our manager on coaching for quality, and we will take a look at our incentives to ensure we are rewarding employees for the right behaviors. We can, and will, do better.”

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