Many businesses closed their store fronts and focused on online operations. Subscription services, personalized products and flexible marketplaces are now sought after by modern consumers. And, most importantly, customers no longer see relationships with retailers as transactional — they see brands as an extension of their identity.
That’s why delivering an exceptional customer experience, and building relationships with consumers, is imperative for business success. Kustomer surveyed over 500 American consumers to understand how their service expectations changed over the past 18 months, and the business impact of a poor customer experience.
This report confirms one new truth: brands simply can’t afford to skimp on customer service. Download your copy to learn:
- Key changes in customer service channels and behaviors;
- What different demographics expect from service interactions; and
- How to pivot your strategy amid evolving behaviors.