Editor’s note: This article is excerpted from StellaService’s Q3 2014 report, Essential Holiday Ecommerce Data & Best Practices.
StellaService polled consumers in August 2014 to understand expectations specific to the the holiday season. Topics ranged from customer care through shipping and returns.
The impact of delivering bad service impacts customer retention. Just 5% of shoppers said they would continue to shop with an online retailer after receiving bad service during the holidays.
Northeast U.S. shoppers are the most forgiving, with almost 10% reporting they would shop with a site that gave them bad service during the holidays. The South held a firm line with 71% of Southerners reporting they wouldn’t return to do business with an online retailer that gave them bad service.
More than half of respondents said that email is their preferred communication channel during the holidays, with phone coming in second at 28%.
Email is clearly the preference of holiday …