In The Race To Retail Dominance, Customer Service Changes The Game

Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, uncertainty, and consumer expectations fueled by the COVID pandemic. Today’s retailers are expected to do more with less resources, while keeping up with the retail prowess that the Amazons and Walmarts of the world are offering their customers.

These and other online retail giants have instilled a tremendous amount of confidence among their customer base that they can deliver desired products quickly and at competitive prices. Customers trust that if they have transactional questions about their order, they will receive a timely and accurate response. The difference now is that emerging retailers know that shoppers are looking for exceptional service at every point along the customer journey,…