Think Customers: The 1to1 Blog

According to the study Shoppers at Risk, done by the Wharton School of Business in 2007, "Sales associate issues are most detrimental to retailers. They annoy the most shoppers, lose the most business for retailers, and drive the most negative word-of-mouth." In fact, 71 percent of consumers polled said they would walk out of a store if they feel the quality of service isn't good enough, even if the store has exactly what they are looking for.

Shopping expert Delia Passi offers some advice for companies looking to differentiate on customer service this holiday season:

Passi says all signs point to the fact that shoppers, especially women, will respond to more "TLC" this season, as every dollar and every purchase has more significance.

T: "Touching Your Customers" with more targeted communication, stronger value propositions and a commitment to provide the best holiday experience.

L : "Loving Your Customers" with an enhanced customer service experience, more attention and by going the extra mile and actually meeting her expectations.

C: "Committing to Your Customers" by providing a consistent, convenient and an easy user experience - all things that will ensure short-term sales, create loyal customers and differentiate your store from your competitors.

"Sales associates need to be available, attentive and enthusiastic, especially with women shoppers," said Stephen J. Hoch, director of the Baker Retail Initiative at Wharton. "Men have a much more utilitarian approach to shopping."