Why are customers so angry?
Over the last five years, consumer expectations have risen as mobile commerce, personalization and next day delivery have become commonplace. Consumers are quick to vocalize their belief that they are always right and demand compensation even when the circumstances, or their behavior, don’t warrant it.
Additionally, brands find themselves being held to ransom on social media, knowing only too well how quickly their reputation can be destroyed online. The increase in abusive and violent behavior from customers toward retail staff has increased since the start of the pandemic. While this trend has dramatically increased in the space of 3 years, it has now become a very real and dangerous crisis. Public-facing staff in retail have seen a marked increase in the levels of threats, abusive language, shouting and physical assaults towards them.