One in Three Consumers Consider Highly Trained Employees the Most Important Factor

EmpathicaInc., a provider of Customer Experience Management (CEM) solutions, announced that its Consumer Insights Panel survey of 5,000 U.S. and Canadian consumers found that nearly a third of consumers consider highly knowledgeable and well-trained employees as the most important element of their luxury purchase experience.

Survey results also showed that consumers are very willing to walk out of a luxury retail store if they are not receiving the one-on-one attention they need. In fact, three out of four consumers said they buy either nothing -- or less than what they would normally purchase -- if there are not enough employees in the store to assist them.

Despite the importance of individual attention at luxury retailer stores, many consumers think today’s brands aren’t delivering. Only 38% of consumers said they receive better customer service in luxury retail than in non-luxury retail. On the other hand, if employees are eager to serve customers, a full 80% of survey respondents said it would have a positive impact on their perception of the brand and affect their future business with the store.

Top Luxury Service Elements that Consumers Value, From Most Important to Least Important

-- Highly knowledgeable and well-trained employees

-- One-on-one customer service

-- Brand exclusivity

-- Welcoming store atmosphere

-- Many employees available to serve them

More information on customer service and support can be found at www.SupportIndustry.com