Social Media Trends 2023 | TREND 6: The great reopening blows a hole in digital service
The struggle for customer satisfaction is our #6 social media trend for 2023. Want to read the full report?? Click here: http://ow.ly/iQAq50LE9O4
During pandemic restrictions and lockdowns, many companies successfully managed to navigate people’s increased need for digital shopping and services. Ecommerce, curbside pickup, and other online services boomed—and the businesses that successfully revamped their customer experience during the pandemic excelled into 2021.
But as restrictions lift and shoppers return to brick-and-mortar stores, many businesses have failed to maintain the quality of their digital services in 2022. The overall quality of customer experience fell for more than 19% of brands, Forrester found in a survey of over 96,000 US consumers. Meanwhile, overall customer satisfaction has dropped to its lowest level in 17 years—since the inception of Forrester’s Customer Experience Index.
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