Customer Expectations Are Changing. Are you Ready to Exceed Them?
Find out how customer expectations have changed in the 2020 Customer Expectations Report. Data from over 1,500+ customers across the globe.
Goodbye tickets. Hello radically personal service.
Today’s customers expect personalized service that makes them feel unique. See what that means across the consumer experience in our Customer Expectations Report.
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Why people want you to know them by name, location, and purchase history
Which channels Gen Z and millennials use most, broken out by generation
Ways personal service positively influences customers’ spending habits
A sneak peek of what’s inside.
From consumer expectations to current experiences, discover new data and trends to help you make customers feel more connected to your brand.
Explore insights like
79%
say a personalized experience is more important than personalized marketing.
86%
expect you to know them as they switch from channel to channel.
77%
will recommend a brand that offers personal service to friends and family.
32%
expect a 1–2 minute SMS response time.
Gladly's report is a must read for anyone who wants to keep up with ever-changing customer expectations.
Shep Hyken Customer Service & Experience Expert, NY Times Bestselling Author
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Hear what these stats mean IRL.
Discover how to put this year’s findings to work from the experts to amplify your brand and drive more revenue.
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