Just under half (47%) of digital customers agree that a strong customer service offering is the top driver of brand perception on social media.
Two in three (66%) of shoppers say they are likely to abandon a brand after receiving poor customer service. 71% of shoppers saying they are likely to recommend the brand after receiving great customer service
Brand loyalty and purchase are not so strongly related as more than three in five customers admit to buying from competitor brands and doing so frequently.
Shoppers are most uncomfortable to receive location based ads from companies they are not aware of (63% among 18-25 year olds). More than half are not fond of ads that follow them across devices (59% among 18-25 year olds).
More than a third (38%) of imulse purchases in a physical store occurs in the regular product aisle compared to a free-standing display (17%) or a sale specific aisle (11%).
A third of shoppers admit to impuse buying because the price was lower that expected (34% online , 33% offline) and/or as a treat for themselves (34% online, 37% offline).
Smartphone owners under thirty are most likely to have their mobile device near them when awake (95%) or asleep (92%).
More than half (57%) of online shoppers abandon online shopping journey because the page is too slow to load. Broken links (47%) and poor user experience (45%) round-up top three drivers of cart abandonment.