Mind the consumer gaps

Consumer expectations for brands are continuing to increase. Discover how to stay ahead of the curve.

Corporate social responsibility, sustainability, convenience and transparency are expected.

Consumers are expecting a continuously improving digital and personalised consumer experience as e-commerce continues to increase its share of the retail market. And as inflation continues to impact global purchasing power, they are looking for a value proposition of more for less.

Mind the digital experience gaps: 55% of respondents would actually be willing to pay more – up to 25% more – for a flawless digital experience - Full Story

Sustainability is key: 78% of organisations have or are developing ESG goals as the pace of ‘green collar’ job creation is set to accelerate in the current year - ManpowerGroup

But cost-consciousness is growing: Rising inflation has caused 69% of British consumers to become more budget conscious as the cost-of-living crisis has escalated - Retail Insight

Service offers an opportunity: 55% of customer service issues remain unsolved and 36% of consumers say they are unsatisfied with a recent customer service experience – Qualtrics

Workforce implications:

Finding the right IT talent or external partners to continuously improve digital user experience (CX) is critical
Customer service talent will play an increasingly important role in consumer retention as economic uncertainty increases the potential for churn
Pricing pressures will increase the urgency of workforce cost optimisation.

36% OF CONSUMERS SAY THEY ARE UNSATISFIED WITH A RECENT CUSTOMER SERVICE EXPERIENCE