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55%的受访消费者表示,如感觉实体服务差,会毫不犹豫离开。65%的受访消费者表示,愿意在服务上乘的实体店多花平均花销水平的13%。67%的受访高端消费者对2012年美国零售业服务质量表示满意。82%的受访零售商认为明年将会优先优化服务,去年这一比例为75%。而2012年第一季度电子商务销售额比2011年同期同比增长17%,连续第六个季度实现两位数增长。
55% of consumers surveyed said they would not hesitate to leave if they felt poor service. Sixty-five percent of consumers surveyed said they are willing to spend an average of 13% of their average spend on top-quality physical stores. 67% of high-end consumers surveyed expressed their satisfaction with the service quality of the US retail industry in 2012. Eighty-two percent of surveyed retailers said they will prioritize service optimization next year, up from 75% last year. In the first quarter of 2012, e-commerce sales increased 17% over the same period of 2011, achieving double-digit growth for the sixth consecutive quarter.