As the holiday shopping season approaches, here’s some advice for retailers: mind the gap. A recent survey reveals there’s quite a big one between consumer expectations and what shoppers experience in the real world.
In particular, consumers feel that companies are failing to provide a seamless, integrated, and consistent customer service experience across all channels, even as more and more shoppers use multiple devices and channels to make purchases and seek help. Our infographic explores that gap and what else global shoppers revealed in a recent survey of 7,000 consumers in seven countries.
Read the full report: The Omnichannel Customer Service Gap
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