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04
03
02
01
04
03
02
01
of consumers get frustrated when they can’t contact retail customer service on their preferred channel
87%
Why Retailers Can’t Afford Bad Customer Service
01
We often hear about boycotts of brands due to certain policies, lack of social responsibility, or controversial decisions. But the silent boycotts that happen by individual consumers who’ve had poor experiences with a retailer add up quickly and can threaten a business’ bottom line.
Retail Report,
Second Edition
DATA:
What Modern Consumers
Expect From Retail Customer Service
93%
27%
67%
90%
Eighty-two percent of consumers report that they expect to be treated the same by online and in-store retail customer service. The lines between in-store and online are quickly blurring, but unfortunately a “digital” experience is complex in its own right
when it comes to customer service. The channels that customers prefer to use continue to grow, and the channels they lean on most heavily shift on a daily basis.
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02
The Omni-Experience Imperative
of consumers would not shop with a retailer again if they provided bad customer service
of consumers would completely abandon their purchase if they had a poor customer service interaction during the purchasing process
of consumers report either posting on social media after a bad experience with a retailer and/or posting an online review
of consumers would recommend a retailer to a friend after a good customer service experience
Knowing who your business is servicing, and how they prefer to communicate with customer service, is imperative for success. But knowing what younger generations prefer gives organizations insight into what is on the horizon when it comes to CX trends. What may have been the norm fifteen years ago, could still be preferred by older generations, whereas younger consumers are now setting the bar for the customer experience of the future.
03
Predicting the Future Through Generational Differences
Tap each item
Check out the full
report to learn about:
• Retail Customer Service Expectations
• How the Retail Landscape Has Shifted
• The Changing Role of Retail Customer Service
• Why Retailers Can’t Afford Bad Customer Service
• The Omni-Experience Imperative
• Prepping For What’s To Come
Think Chatbots
Are Helpful
77% - Gen Z
46% - Overall
Willing to Spend More Money for Good Customer Service
77% - Gen Z
62% - Overall
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Preferred
Channels
Email, Text - Gen Z
Phone, Email - Overall
Most Frequent Actions Taken After Bad Customer Service
None - Gen Z
Complain to Company - Overall
When Most Customer Service Conversations Happen
Split Evenly Across the Buyer Journey - Gen Z
Post-Transaction - Overall
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