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Stay one step ahead of customer expectations. Find out what consumers across the U.S. expect from customer service in 2020. From consumer expectations to current experiences, discover new data and trends to help you make customers feel more connected to your brand.

Today’s customers expect personalized service that makes them feel unique. See what that means across the consumer experience in Gladly’s 2020 Customer Expectations Report.

Explore insights like

  • 79% say a personalized experience is more important than personalized marketing.
  • 86% expect you to know them as they switch from channel to channel.
  • 77% will recommend a brand that offers personal service to friends and family.
  • 32% expect a 1–2 minute SMS response time.

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