What consumers expect in a post-pandemic world

If you needed customer support and the only option was to call them, would you be annoyed? What if you lost your ticket to a game, and they didn’t have a backup anywhere? Your answers now might be different than they would have been 10 years ago, because when consumer expectations evolve, they don’t usually go back.
When businesses change the customer experience (for example, by offering customer service messaging or digital tickets), consumers tend to adjust accordingly and hold other companies to a higher standard. But what if the reason that customer experience changes is a global pandemic? Will people still expect the changes to last? Read more…