This report provides comprehensive and current information and analysis of the evolution of the customer service experience market including evolution of the customer service experience market size, anticipated market forecast, relevant market segmentation, and industry trends for the evolution of the customer service experience market in the US.
Two thirds of adults think that good customer service is a rarity these days. This suggests a generally poor perception of customer service overall. However, among adults who have interacted with a retailer or brand’s employees, satisfaction rates are actually very high, which bodes well for retail and highlights the opportunities that exist to elevate the customer/employee interaction and experience and the importance this plays in the overall shopping experience.
Retailers are currently grappling with a number of issues that impact their service offerings, including staffing shortages and supply chain issues that can prompt higher levels of inquiries. Less staff and more inquiries reflect a quandary that will continue to impact retailers into at least 2023. Inflation is also causing headaches for both shoppers and retailers. Even if prices are high, retailers can still shine by leveraging their customer service strengths and showing consumers that they genuinely care about them and their needs.
One of the biggest threats for retailers when it comes to customer service is related to labor force shifts. Due in large part to the pandemic, workers’ demands have increased and companies must keep up by re-evaluating their wages and benefits packages. Keeping their employees safe and satisfied will ultimately help to keep customers satisfied as well.
One of the biggest opportunities in the market is to look for ways to make the shopping experience more personalized. Savvy retailers are already embracing the value of clienteling and investing appropriately in infrastructure, recruitment and training to empower employees to drive future customer engagements and drum up additional purchase opportunities.
Read on to discover more about the evolution of the customer service experience consumer market, read our US Direct-to-Consumer Retailing Market Report 2022, or take a look at our other Retail research reports.
Brands include: Bank of America, Capital One, Discover, Vans, The North Face, Nike, Adidas, Levi’s, Great Jones, Urban Outfitters, Apple, PetSmart, America’s Tire, Anthropologie, Terrain, Free People, BHLDN, WhatsApp, Twitter, Lululemon, Helpshift, Walmart, L’Oréal, Neiman Marcus, Ulta Beauty, Hero, Levi’s.
This report, written by Diana Smith, a leading analyst in the Retail and eCommerce sector, delivers in-depth commentary and analysis of evolution of customer service experience market research to highlight current trends and add expert context to the numbers.
Two in three consumers think good customer service is rare, which means retailers can really stand out by elevating their service offerings, even if in small increments. The biggest opportunities are to improve digital customer service offerings and to turn the tide from reactive to proactive, whereby sales associates initiate the dialogue with customers, based on a finite understanding of shopping tastes and habits that will be possible from employees having access to big data.”
Diana Smith
Associate Director, Retail and eCommerce
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