July 15, 2019

The Digital-Forward Customer Experience: New Expectations and Obstacles for Today’s Storefront

Real World Business

The Digital-Forward Customer Experience:

New Expectations and Obstacles for Today’s Storefront

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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