The data: Nearly two-thirds (63%) of shoppers are more likely to return to a store if a store associate personally follows up with them, according to a survey conducted by Censuswide for Endear.

• More than half of respondents made an additional purchase following an associate’s follow-up.
• Nearly 4 in 10 said they’ve done so multiple times, underscoring the importance of the post-purchase experience.

What it means: The survey findings reiterate the role that store associates play in driving conversions and building brand loyalty. Workers that are empowered to deliver thoughtful, personalized service are more effective brand ambassadors; conversely, a negative interaction with a store employee can quickly sour shoppers on a company.

• 82% of US adults are likely to switch companies or leave a brand after experiencing rudeness or apathy from an employee, according to a Shep Hyken survey.
• A bad or inconsistent experience is also a major turn-off for roughly 7 in 10 consumers.

Implications for retailers: Small actions like sending shoppers a follow-up message can yield significant rewards. But retailers first need to create an environment where associates are incentivized and equipped to deliver that extra touch.