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“When you serve the customer better, they always return on your investment.” – Kara Parlin
Customer experience is at the heart of every business - how a customer is treated will have a direct impact on multiple facets of a business. However, building a customer experience is not a one time deal - it needs to be tweaked and adjusted based on customer behavior and expectations. These expectations are defined by factors ranging from yearly income to the holiday season… and in the case of 2020, a pandemic.
SurveyMonkey and Freshworks recently conducted a survey to understand how the pandemic has impacted consumer behavior and how it has changed their expectations. Here’s a look at some of our learnings:
75% of customers now expect more flexible return policies (including after the pandemic is over).
73% said that they have signed up for a new digital product or service to adapt
55% that they’ve disassociated themselves from a brand because of bad customer service.
That’s just the tip of the iceberg, join us for a webinar where we discuss customer behavior and expectations in 2020 and beyond.
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