In the May issue of Tyson's Deli Insider, we shared the staggering fact that 53 percent of shoppers who have a negative experience in the deli will stop shopping your store for a period of time. When staff issues are the cause of that negative experience, the number who will stop shopping the store increases to 55 percent. Staff problems have the most severe impact on shopper behavior.
What Shoppers Aren’t Saying
Deli shoppers trust the department for prepared foods. When they encounter staff that is not knowledgeable, not helpful, or even rude, it has a profound effect on their customer experience. Also, contrary to retailer beliefs, shoppers who encounter a problem are not likely to report it: 80 percent of deli shoppers will not complain to the retailer.
More than problems with wait time and product availability, problems with staff will drive your shopper elsewhere for a more pleasurable experience. Tyson Deli/Bakery’s proprietary research concluded that when a shopper has a negative experience with deli staff, 39 percent of those shoppers will stop visiting the retailer for a short period of time. More than 9 percent will stop shopping there for a longer period and nearly 7 percent will never shop that store again. Shoppers come to the deli for solutions and if you're not offering them in a way that makes the consumer feel good about their purchase, they'll go somewhere else.
To read the rest of the story, please go to: Tyson's Deli Insider
