A new study from Market Force has found that certain retailers are attracting more first-time customers. The top five include Khol’s, Macy’s, H&M, Abercrombie & Fitch, and Forever 21, according to an article on Retail Customer Experience. The article points out that retailers who put their focus on customer service and in-store execution were more likely to grow same-store sales.
From the article:
Out of the top-ranking retailers in the study, H&M did the best job of attracting new customers for the second time in a row. The Swedish retailer received the highest ranking when the survey votes were indexed to account for number of locations per chain. Kohl’s secured the No. 2 spot, up from its sixth-place finish in Market Force’s previous retail study in late 2011, and Macy’s moved from No. 11 up to third place. Coldwater Creek and White House | Black Market both fell significantly this year from their top-five ranking in 2011.
Of the consumers who recently ventured into a new retailer, 60 percent said they were delighted by their experiences, while 40 percent were neutral or negative. Of the shoppers who reported being highly satisfied by their initial visit, 90 percent said they made a purchase. Those highly satisfied customers also planned to return — 90 percent said they would shop at this retailer again within the next 90 days.