What Modern Consumers Expect from Retail Customer Service

The changing face of retail

What Modern Consumers Expect from Retail Customer Service

What may have been standard just ten years ago, no longer holds true. In the past year, big box retailers were forced to become direct-to-consumer brands overnight.

Kustomer went out and surveyed over 500 American consumers to understand how their expectations of retail customer service have changed over the past 18 months, and the business impact of a poor customer experience.

This report explores why brands can’t afford to skimp on customer service, and the importance of delivering consistent, omnichannel service throughout the customer journey.  

Included in this report:

  • How the retail customer service landscape has shifted
  • Predicting the future through generational differences
  • Why retailers can’t afford bad customer service