The pandemic accelerated the timeline for digital transformation while also altering customer expectations about the shopping journey. Brands that continue to recognize new behaviors — and those that reprioritize according to what shoppers really want — will succeed in capturing new shares of wallet as quarantines lift.
With customer experience serving as the most effective avenue to a competitive advantage, and the most important barometer of success, it’s crucial that brands know where they stand with their customers and how to make improvements.
Collecting the outcomes of secret-shopper audits by 250 leading retail brands, this new report highlights approaches to website and mobile applications, call centers and in-store experiences in 2021, identifying how these components measure-up across omnichannel marketing strategies.
Download this report from NewStore to learn:
- How the industry has made omnichannel progress since the start of the pandemic
- What critical solutions and services are available across key brand properties
- How brands are enabling and empowering their in-store and customer service staff
- How brands are aligning their technology investments with customer expectations
Sponsored by NewStore.
