With the decline of High Street shopping, customers are becoming increasingly reliant on digital channels. With this shift in behavior, retailers’ communications strategies will need to evolve concurrently, or risk falling out of favor. It is more important than ever for retailers to provide accurate information instantly and seamlessly, with the rise of social media and review websites creating a new public platform for customers to air their dissatisfaction to the wider audience. This feedback dramatically impacts loyalty and new business. On top of this, customers are becoming increasingly demanding of companies. With the growing expectations of customers and increasing saturation of the market, brands must provide a proactive, engaging and personalized experience, or risk being left behind.
Customer Satisfaction: Your Most Valuable Asset