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PDF Help By Janet L. Hoffman and Eric M. Lowitt  In this research report, the authors discuss and amplify the findings from an Accenture survey of more than 1,300 US retail consumers. The first finding is that consumers continue to experience service annoyances and are responding by not making purchases, creating a revenue leak in retailers’ business models. A second, equally disturbing finding, is that consumers are not optimistic that even their favorite retailers will eliminate their most vexing annoyances, and are quite prepared to defect to more polished retailers. These discoveries suggest that retailers are at risk of eroding their core in the pursuit of growth. Following a description of these issues, the authors suggest steps that retailers can take to prevent this erosion and retain loyal customers.
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