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Reality Check for Retailers: Nearly 90 Percent of Shoppers Who Can’t Find the Help They Need Are Leaving Stores Empty Handed

BOSTON — (BUSINESS WIRE) — Thousands of shoppers walk through store doors every day looking for guidance on what to buy, but nearly 90 percent leave empty handed when they can’t find the help they need. That’s according to a new, national survey of more than 1,000 consumers conducted by TimeTrade, the company creating powerful connections between retailers and consumers.

An even bigger blow: If the 90 percent of shoppers had received the help they needed, 86 percent would have purchased even more than planned.

“Every retailer can do the math,” said Gary Ambrosino, president of TimeTrade. “We’re talking about billions of dollars in lost sales – all because retailers don’t have the right sales associates connecting with the right customers at the right time.”

The Bar’s Rising for Retailers and In-Store Associates

Consumer expectations around service continue to climb. When asked what shoppers value most in retail associates, the number-one answer: smart recommendations. Naturally, consumers want fast-access to service and information, but when associates are providing value, shoppers actually spend more time – and money – in the store.

Here’s proof: TimeTrade’s new survey found that when consumers aren’t sure of what to buy, and actually get the help they need:

  • 93% are more likely to buy
  • 86% buy more than they expected
  • 84% leave more satisfied
  • And nearly 90% would shop at the same store the next time

So who’s getting it right? When consumers were asked about their best shopping experiences in the past six months, Best Buy and Nordstrom were cited most often for exceeding customers’ expectations. The common thread: Knowledgeable sales associates available on demand and by appointment, offering smart recommendations and outstanding service.

“Retailers have a tremendous opportunity to convert the 90 percent of shoppers walking out the door empty handed today, into customers who would never shop anywhere else,” said Ambrosino. “The key: Giving customers the personal attention they need, when they need it most.”

Lots of retailers are answering the call. Nearly 75 percent of shoppers surveyed said they’d book personal, in-store appointments if given the opportunity. That’s one way retailers can ensure customers get the help they need from the right store associate, and increase the chances of customer satisfaction, loyalty and new revenue.

To learn more about improving customer experiences and capitalizing on in-store traffic, visit TimeTrade.com.

About TimeTrade     
The world’s most well respected brands in retail, banking and industries worldwide use TimeTrade to deliver on their brand promise of a truly personalized customer experience. TimeTrade’s Responsive Customer Engagement Platform allows consumers to connect with a brand, anywhere, anytime – and then gives companies deeper insight than ever before about what consumers want next. The result: higher sales and lifetime, repeat customers.

TimeTrade integrates easily with enterprise sales, marketing, service, CRM, and business process management systems to accelerate bottom-line business results and drive inbound sales, while enhancing customer experience and loyalty.

More than 100 million connections have been made between consumers and businesses using TimeTrade’s scalable Responsive Engagement Platform, directly translating into more than $2 billion in commerce every year.