Many retailers adapted to COVID-19 by embracing advanced technologies that they hadn’t used before. We are now presented with a perfect storm of obstacles, solutions, and opportunity—but only for retailers that quickly adapt to the new customer expectations that come with this omnichannel landscape.

Customer service has become a pivotal advantage retailers can use to meet and exceed customer expectations, outmaneuver the competition, and inform investments in complex but mission-critical technology. In this playbook, we’ll explore:

• The three most important customer service qualities to drive loyalty in a post-pandemic retail marketplace. 
• Specific challenges brands face when trying to earn and sustain customer loyalty.
• New customer experience metrics that favor empathy over function.

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