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  • Do locations in the same market as corporate headquarters do better on loyalty measures than locations in other markets?

    Actually, it looks like customers might have higher expectations from brands with corporate headquarters in the same city. Customers in the same market as corporate headquarters give lower scores on Overall Satisfaction and Likelihood to Return than customers in other markets. What does this mean for retailers? They can’t rely on a home-field advantage to generate loyalty. It’s important to focus on providing great service—no matter how far away the corporate office is.

     

     

     

    | 0 Comments More >
    Posted on Oct. 21, 2011
    Posted Under: Reality or Ruse Stores

  • Should you go to the mall?

    You might think consumers are more satisfied when all their favorite stores are under one roof—like in a mall. SMG studies show this isn’t the case. As published in STORES magazine, SMG Benchmark data reveals shoppers are more likely to recommend and return to freestanding stores than mall stores. Perhaps the mall gives shoppers a broader context from which to form their perceptions and raises the bar on performance. What do you think? 

     Mall locations have a more loyal customer base

     

    | 0 Comments More >
    Posted on Jun. 29, 2011
    Posted Under: Benchmark Customer Experience Reality or Ruse

  • Older Stores Must Work Harder To Win Loyal Customers

    Does the age of a store impact your buying experience?  In conjunction with the National Retail Federation, SMG’s research shows customers visiting stores more than 2 years old aren’t as likely to return or recommend.  A new store isn’t always in the cards, so it’s important for operators to explore other ways to please the customer.

     

      Reality or Ruse: Store Age Significantly Impacts the Customer Experience

    | 0 Comments More >
    Posted on May. 10, 2011
    Posted Under: Store Age Reality or Ruse

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