Although the economy is looking pretty grim these days, consumers’ satisfaction levels are actually on the rise. And amongst the happiest of this group- retail shoppers. Last quarter the ACSI (American Customer Satisfaction Index) recorded its first increase in well over a year!
Where’s the sale?
Well… just about everywhere from Wal-Mart to upscale boutiques on Rodeo Drive (who, by the way, swore they would NEVER offer discounts because that doesn’t sit well with their image) are regularly marking down products by as much as 80%. One such boutique owner recently sold $1800 shoes for $245 a pair even though they cost her $800.
Can I have your email address?
Giving out my address was once a very selective process in which few made the cut. I was almost annoyed when cashiers would ask for it at the check out. Now?…I’m on the mailing list to basically every store I shop in and my inbox is flooded with coupons! And they are actually useful and offer substantial savings most of the time, which keep me happily going back for more.
The Customer is always right
So what about the days when you walk into a store and employees are on their cell phone or chatting with a group of friends and they actually get pissed when you interrupt them for some help. (I’m sorry I thought you were there to WORK) Those days, for the most part, are a thing of the past. Employees are actually scared of losing their jobs. It’s understood that they can likely be replaced with ease. And as a result customer service is priority.
For many shopping has served as a form of therapy in relieving stress. And now we don’t have to feel quite as bad about handing over our hard earned cash. Stores are really fighting to keep us coming back. They are offering more incentives and more personalized attention. Considering all of the above it makes plenty of sense that we as consumers are now happier in our shopping endeavors.