This week on Modern Work Mondays, Nolan and Jeff meet in-person in Atlanta to explore how shifting consumer expectations are changing the way we approach service in retail.
Meeting customer expectations with real-time updates
Today’s customers expect clear and fast updates, whether they’re tracking a ride, a package, or asking for help in a store. Nolan and Jeff discuss how services like Uber have set new standards by allowing customers to track their ride in real-time, right down to the minute. This level of transparency has become expected for package deliveries, flight tracking, and now even in-store shopping experiences. There’s even some evidence to support the fact that people are more patient and understanding if they are given status updates… regardless of whether the outcome is better or worse.
What retailers can do
To meet these new expectations, retailers must adopt systems that offer real-time status updates when assistance is requested. By implementing features like digital notifications or visual cues that show when help is on the way, retailers can reduce uncertainty, improve customer satisfaction, and create a more efficient and engaging shopping experience.
Watch the full episode here: