News

New Study Shows 75 Percent of Shoppers Will Leave a Store Without Adequate Help
Monday, January 16, 2012

Liz Roth
Marketing Manager
Axsium Group Inc.
Phone: 416.849.5400 ext. 5442
lroth@axsiumgroup.com

New Study Shows 75 Percent of Shoppers Will Leave A Store Without Adequate Help

Landmark Research from Axsium and Empathica Draws Concrete Link Between Customer Experience and the Workforce

New York, NY, January 16, 2012 — Axsium Group, the world’s largest independent workforce management consulting firm, today announced the release of a whitepaper, jointly presented with Empathica, drawing a concrete link between retail customer experience and the workforce. The whitepaper is available at booth #2068 during the NRF 101st Annual Convention & Expo, or for download.

“We all have stories about how an associate made a difference in our personal shopping experience, changing the course of a purchase and helping to build brand loyalty. And while these stories reinforce how important we think the associate is to the customer experience, they have historically served as mere anecdotes,” said Bob Clements, senior principal, Axsium Group. “To date, there has been no study or survey to back up these great stories with hard data. That is, there haven’t been any studies until now.”

The basis for this study comes from Empathica’s latest Consumer Insights Panel survey, which polled 5,000 consumers with specific questions about consumer shopping behavior and the impact of associate and management interaction on their buying behaviors.

High level findings include:

  • 80% of consumers in the US and Canada indicate a positive impact on their shopping experience when staff   appear motivated and eager to serve them
  • 75% of consumers will walk out of the store or buy less if there aren’t enough knowledgeable associates available
  • 40% of consumers cited lack of access to managers on a regular basis had a negative impact on their shopping experience

The study goes beyond sharing the findings, and moves retailers forward with an actionable self-assessment that evaluates the current state of their customer experience and workforce alignment. And, the study provides retailers with a road map to move forward toward a well aligned workforce strategy that guarantees to deliver a legendary customer experience.

About Empathica
Empathica provides Customer Experience Management programs to more than 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting.

Annually, Empathica’s 30 million customer surveys in 25 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada, has an office in Birmingham, England, and U.S. executive consultants in New York, Chicago, Los Angeles, Atlanta, and Bozeman, Montana . For more information, visit www.empathica.com.

About Axsium Group
Axsium Group, a division of Knightsbridge Human Capital Solutions, is the leading workforce management consultancy. With a singular focus on workforce management, our clients gain access to trusted business advisors, industrial engineers, and technology experts with unmatched experience. Axsium Group has delivered world-class workforce management solutions for clients such as American Eagle Outfitters, Ahold, Dixons, Bank of America, Boots, Jumeirah, Kroger and Sterling Jewelers.

About Knightsbridge Human Capital Solutions
Knightsbridge helps organizations strengthen the capability of their people to deliver results. Our seamlessly integrated teams of experienced specialists in Organizational Capability, Talent Search & Selection, Organizational Productivity and Career Transition provide customized solutions to deliver on your human capital needs. Knightsbridge has the people and services you need when you need stronger people.

Knightsbridge is Canada’s fastest growing human capital company, with 26 offices and 240 employees across Canada the U.S and the U.K. including Toronto, Montreal, Ottawa, Calgary, Vancouver, as well as Halifax, Moncton, and St. John’s through our strategic alliance with Robertson Surrette. We serve our clients globally through strategic alliances with Lee Hecht Harrison for career management services and Amrop for global executive search. For more information, visit www.knightsbridge.ca.