What Consumers Expect From Retail Customer Service

What does it mean to be a “retailer” today? The retail customer experience landscape has shifted, and what may have been standard just 10 years ago no longer holds true. In the past two years, big box retailers were forced to become direct-to-consumer brands overnight. Many businesses closed their store fronts and focused on online operations. Subscription services, personalized products and flexible marketplaces are now sought after by modern consumers. And, most importantly, customers no longer see relationships with retailers as transactional — they see brands as an extension of their identity.