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GLOBAL 2016: Customers expect high service levels in physical stores

One of the key questions for retailers is: What is twenty-first century service? Even for retail brands with a flourishing e-commerce business, with chat rooms and a lot of people making online recommendations, the question of actual face-to-face service remains. Many brands are getting left behind as newer brands enter the market with distinct service propositions that work effectively both online and offline. What people expect of a physical store experience is off the charts. Consider how our service expectations have changed in just a few years. We used think it was fine to stand in the street, in the rain, holding our hand out, hoping a taxi might stop. We now get annoyed when we order an Uber and we see it goes down a wrong road when it comes to collect us.
Tim Greenhalgh
Chairman and Chief Creative Officer