Shoppers will also expect brands to offer customer support across multiple channels and provide a seamless, personalised CX.
This year, shoppers are more likely to trust and make purchases based on personal recommendations than through any other channel. Instead of buying directly from websites, audiences will increasingly opt for making purchases on social media.
Apart from social media, brands are also expected to reach out to customers via multiple channels –from live chat and phone calls to emails and chatbots. Similarly, audiences now seek multiple payment options – beyond just debit and credit card payments – from digital as well as physical retailers.
With technological advancements like machine learning and online tracking, consumers now expect brands to offer them individualised, customised and seamless omnichannel shopping experiences. 2022 will also see augmented reality become a part of the shopping experience, with the technology allowing shoppers to see how exactly a certain product will look on them.
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