Retail Consumers Gaining the Upper Hand, Established Brands Losing Ground
Monica Eaton-Cardone, the co-founder of eConsumer Services®, was featured on Money Radio, discussing the increasing trend of shopping online. Monica discussed the evolution of consumers’ buying habits moving away from brick-and–mortar stores to online outlets.
The change in consumer buying habits means brands are diversifying their strategies. Businesses are shifting their focus away from brand loyalty to focus on increasing their market share. Online channels give consumers the opportunity to easily seek a price comparison between competitors. Consumers are no longer loyal to a brand; they are loyal to the company that gives them the best deal.
Monica explained how brands must offer exceptional customer service to keep up with market leaders such as Amazon and Zappos. Offering incentives such as free shipping and free returns will help attract customers, but it’s important for retailers to give customers the confidence to shop online. This means merchants must be available to assist customers at their convenience, hence the necessity for 24/7, 365 customer service.
For smaller brands, it can be difficult to offer around the clock customer service to suit the needs of customers; this is where eConsumer Services® can help.
eConsumer Services® is passionate about customer satisfaction. We specialize in working with online merchants to ensure consumers receive excellent customer service. We act as a mediator on the merchant’s behalf, offering 24 hours a day, 7 days a week, 365 days a year support to ensure customers receive the first-class assistance they deserve. To find out how we can help you, contact us now!