New SAP research reveals Customer Service is crucial for good CX

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New SAP research shows that for most consumers, high-quality customer service is the most important consideration when purchasing a product. The findings emerge from the " SAP Fashion Index ," which surveyed 5,000 consumers about their perceptions of fashion brands and their overall purchasing behavior.

Additionally, respondents said they expect much more from brands when it comes to offers and promotions. To meet consumer expectations, companies must analyze customer data to create balanced strategies that personalize content experiences with the channels that best meet each individual consumer's preferences.

Acting at key moments is the best way to build a loyal shop customer base . Many brands lack this differentiating aspect, as evidenced by the significant gaps between consumer expectations and experiences.

“ Understanding the ideal consumer shopping experience gives brands a competitive advantage in today's retail landscape ,” said Lori Mitchell-Keller, co-president of SAP Industries . “As study participants highlighted, high-quality customer service is one of the most important expectations. Retailers should meet this demand by offering personalized experiences that happen when the customer expects them .”


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