SAN FRANCISCO, Nov. 12, 2018 /PRNewswire/ -- Americans are seeking personal, friendly connections in their retail experiences and the Saturday following Thanksgiving offers them exactly that. Sandwiched between Black Friday and Cyber Monday, Small Business Saturday encourages shoppers to step back from the frenzy of massive franchises and e-commerce websites, and celebrate independent "Main Street" businesses. In 2017, 108 million shoppers spent nearly $13 billion at indie retailers on Small Business Saturday.
According to a recent nation-wide survey of 1,000 adult respondents, 40% of Americans say that smaller, independent businesses still offer the best customer service. Support for small businesses extends beyond the walls of brick-and-mortar shops, with 35% of Small Business Saturday shoppers in 2017 opting to make purchases online. But even the most ethical consumers – those that 'think big and shop small' – cannot avoid the hassle that may come with troubleshooting online orders during the busy holiday season.
"After a weekend of surfing the web for epic deals, supporting local businesses via Etsy, and taking advantage of free shipping offers, few online shoppers manage to save enough energy for the aftermath. Contacting retailers is not something people look forward to. But advancements in technology and evolving means of communication are making it easier to receive great support from both large and small stores," said Janelle Dieken of Genesys (www.genesys.com), an expert in customer experience solutions.
Here are four easy tricks to help you tap into the revolution and get better, faster customer service:
Online shopping is reconceptualizing the retail world, but that doesn't need to come at the cost of your mental health. Following these tips will help resolve your support issues more easily. Happy shopping!
ATTENTION MEDIA: Go to the Genesys website Resources page to see a slide deck with highlights from the recent survey into consumer attitudes toward customer service:
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