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Retailers have always been at the forefront of customer service. As companies move towards direct to consumer models to keep up with developing technologies, customer interactions now occur across a multitude of channels and the demand for positive, helpful experiences only increases. With 78% of consumers saying that they would be less likely to shop with a retailer again if they experience bad customer service, it is important for brands to understand the full context of their consumers’ needs. This report explores the findings from a recent survey on what customers expect from retail customer service, and the impact of bad support. |
