What Shoppers Want from Their Favorite Brands

It’s clear that retailers have to adjust and pivot to provide an excellent consumer experience in a post-pandemic world. 1R Co-Founder and CEO, Shelly Socol, met with Jack M. Germain from CRM Buyer to share her insights around what shoppers want from their favorite brands, and why it’s crucial to keep up with this demand.
“Brands need to consider one of the biggest trends among consumer reactions. That is expanding their overall customer experience when it comes to operations and customer service. Users are now expecting live chat on all sites, and free shipping/free returns on all purchases. They want their experience to be streamlined and as easy as possible. That’s not to say they absolutely will not make a purchase without it, but if consumers are now expecting it, you do not want your lack of offering it to result in lost revenue.”
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