Retailers can increase shopper repurchase intent by nearly 60% by consistently delivering a great experience, a new survey has found.

The Verde Group surveyed 9,400 consumers and found that what consistently “surprised and delighted” them was exceptionally great service, said CEO Paula Courtney. That great service can be as heroic as a sales associate going above and beyond to help a customer find just the right item, or as mundane as a clean, well-organized store.

The study outlined “wow” experiences that include fast, free shipping; easy returns; problem-free shopping; well-stocked inventory; a great app or website for online shopping; attention to detail in packaging.

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