[January 19, 2012] Axsium Group: 75% of Shoppers Will Leave a Store Without Adequate Help Tweet Jan 19, 2012 (Close-Up Media via COMTEX) -- Axsium Group, an independent workforce management consulting firm, announced the release of a whitepaper, jointly presented with Empathica, drawing a concrete link between customer experience and the workforce. According to a release, 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 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 shopping behavior and the impact of associate and management interaction on their buying behaviors. High level findings include: -80 percent 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 percent of consumers will walk out of the store or buy less if there aren't enough knowledgeable associates available -40 percent of consumers cited lack of access to managers 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 workforce strategy to deliver customer experience. ((Comments on this story may be sent to [email protected])) [ Back To TMCnet.com's Homepage ]