Loyalty perks, security and return options key consumer wants, reveals study

Nov. 28, 2016

Consumers expect three major elements when it comes to online shopping. They want smooth security, a choice in return options and loyalty perks, according to a new holiday retail report from CFI Group and Radial.

If retailers provide all three elements the return on investment will be big given 87 percent of online shoppers say having several return options makes them more likely to purchase online and 93 percent of those polled view special promotions as an influential reason for signing up for loyalty programs.

"Holiday peak season is a challenging time for contact center personnel. The dramatic surge in ever-demanding customers can be chaotic and disruptive. However, by making returns easy, offering exclusive specials through the loyalty program, and ensuring a secure but smooth transaction process, contact centers can play a critical role in boosting shopper satisfaction and retaining customers," states a release regarding the new report.


Topics: Consumer Behavior, Customer Experience, Customer Service, Trends / Statistics


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