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Consumers are using more channels and devices than ever to research buying decisions, make purchases, and seek customer service. Smart retailers that are focused on customer retention have responded by forging into new channels to meet their customers where they’re living.
Now that shoppers have access to their favorite brands everywhere, their expectations are evolving again. The reality is that many consumers use multiple devices and channels at the same time or one after the other, and they expect their experiences with a brand to be consistent across it all. When retailers manage to pull it off, consumers reward them with their loyalty.
This Zendesk infographic examines how retailers are building a seamless customer experience by integrating across channels and how they expect their efforts to pay off in terms of customer retention and repeat business.