Paula Courtney, President, Verde Research

Shoppers At Risk - Understanding Shopper Pain Points and the Influence of Associates on the Shopper Experience

It's accepted wisdom that motivated, trained and supported sales associates provide the best customer service. But what does "best" really mean? How do you equip your associates to deliver it?

In Part 2 of our retail series, The Verde Group, along with the Jay Baker Retailing Initiative at the Wharton School of Business, have been exploring this topic as part of their annual Shopper Dissatisfaction survey.

In this research overview, you’ll see the findings drawn from three years of interviews with more than 3,400 consumers across North America about the retail shopping experience. You'll leave this session with actionable information on how to shape the customer experience to eliminate shopper dissatisfaction and grow shopper loyalty.