With COVID-19 accelerating digital engagement transformation efforts by six years on average, a strong customer service holiday shopping strategy takes on an even greater urgency for 2020. Today’s consumers rank customer service as the second most important attribute they consider when shopping, right below price. And during the throes of holiday shopping, retailers can’t afford to let a poor customer service experience cast their brand in an unflattering light.
Kustomer recently surveyed more than 550 consumers in the U.S. to better understand what they expect from the customer experience, where organizations are falling short, and how expectations have shifted across generations. According to our research, 79% of consumers say customer service is extremely important when deciding where to shop. Based on these insights, here’s what retailers need to consider putting in place to keep up with customers’ growing demands:
Customer satisfaction is key to