Consumers Choose Your Competitors Over You. Why?

Written by Dean Cherny | September, 2024

 

Given that about 80% of your sales come from 20% of your customers, creating a loyal client base is paramount to your business succeeding.

So it can get disheartening when you see people leaving your store early or without making a single purchase.

You’ll start wondering what you’re doing wrong, go over all the different variables in your head to no end, but still not be able to solve this problem.

If you’re at a loss for what to do next, then this article is for you. We’ll be going through the most common root issues that cause consumers to leave your store empty-handed—so you can better understand how to build strong customer loyalty and increase revenue growth.

1. They Can’t Find What They’re Looking For

Let’s get the obvious out of the way first.

A major reason why your consumers leave without making purchases is they didn’t find what they were looking for.

This is why it’s important to research your market, analyze your competition, and find ways to stand out to your target audience. If your prospects constantly choose other brands over yours, this might be a good place to start.

A 2018 study called The Global Path to Purchase Survey found that 67.3% of consumers left a store because they couldn’t find the product they needed, even if the store had it in stock.

What you can do:
Make sure store shelves are neat and strategically organized. Ensure your best merchandise is visible and accessible. Diversify your collections so you can always offer alternatives.

2. Your Customer Service Is Subpar

There’s no way around it: even if your store looks great and your products are top-tier, poor customer service will drive people to your competitors.

The interactions consumers have with your staff are crucial—not just for their first purchase but for building long-term loyalty.

What you can do:
Train your sales team to offer fast service, provide relevant recommendations and create a friendly, welcoming atmosphere.

3. The Checkout Queue Is Too Long

Nobody likes to wait in line. And long queues don’t just test patience—they cost you sales.

In fact, 51% of shoppers will leave a store empty-handed if the lines are too long.

What you can do:
Use smart queue management solutions or self-checkout options to keep lines moving and wait times short.

4. The Atmosphere Is Off (Especially the Music)

An often-overlooked part of the in-store experience is music.
Loud, jarring, or poorly matched music can turn people away just as easily as silence.

What you can do:
Curate your sound thoughtfully. Choose music that reflects your brand and enhances the shopping experience.

Check out Storeplay Radio, a fully licensed platform that helps you create your store’s signature sound.