Annoyed Customers Don't Buy, Defect

Accenture posted a new study "Act Now! Consumers are Limited" that looks at the effect of annoying retail cross-sell pitches on customers:

"Consumers continue to experience service annoyances and are responding by not making desired purchases, creating a revenue leak in retailers’ business models. [...] Retailers are losing not only sales but almost certainly consumers and market share as well. Nearly 70 percent of consumers are likely or very likely to defect from their favorite retailer to a competitor if the competitor does not cause their most troubling service annoyance and the favorite retailer does not eliminate it."

AdWeek has the story.

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