Retailers and consumer goods companies are not meeting shoppers' needs in two key areas - product selection and customer service. These two factors, however, are the most influential in determining where people shop and what they buy, according to a new survey by Accenture.
In a survey of 575 U.S .consumers, almost three-quarters (72 percent) of respondents reported that customer service had a significant influence on whether or not they buy something. More than half (54 percent), however, said that helpful customer service was lacking in stores, and even more (58 percent) said there were not enough salespeople available to help them. Only 35 percent of those surveyed said they were able to get help "most or all" of the time when they needed it.
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