Customer service needs for the post-covid consumer

As the pandemic challenged relationships between retailers and consumers, it began to reveal modifications in shopper behaviour. With the industry now facing a new ‘post-covid buyer’, understanding its expectations are crucial.

Nurturing customer service continues to be a primary focus of businesses. Even pre-covid, retailers naturally updated their offerings to out-perform competing brands – why the groundwork concerning competition within retailers is said to have entered into discussion as early as the 20th Century; ‘assessing the complexity of competition’, ‘distinguishing its varying types’ and establishing the existence of a ‘retail structure’ regarding firms that catered to distinct markets.

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