Nearly half of consumers say that stores and restaurants with highly reliable, technology-driven customer experiences will earn more of their business.
To understand the changing expectations, emerging opportunities, and obstacles in the restaurant and retail sectors, we surveyed over a thousand consumers across the U.S. The findings show that for many consumers, the digital-forward customer experience is now a critical part of a “good customer experience,” rivaling personal attention from staff and traditional loyalty programs that have always kept consumers coming back for more.
In this report we cover:
- How technology is changing customer expectations
- The divide between national chains vs local businesses
- What drives positive and negative experiences
- The inherent risks of more technology
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