EXPECTATIONS:
Personalization-
Fast, informative visit completed quickly on the first try
Efficient customer service
consistency across channels
tailored education and recommendations
Easy return policy
Simplicity-
"Remove any unnecessary-steps in the customer journey and make the customer journey as simple as possible." (Nas, 2019)
Clear and well organized website and shopping cart
Accessibility-
website
apps
availability 24/7
Performance-
Great experience
Advancements in technology
Nas, Deborah, (2019), How Technology is changing customer expectations, www.medium.com, https://medium.com/swlh/how-technology-is-changing-customer-expectations-fef52fd709c5
Dotlogics, (2020), How to create a personalized shopping experience for your customers, www.youtube.com, https://www.youtube.com/watch?v=Hn0HjJrHtbY
All Photos from www.pexels.com
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