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Good News For Independent Jewelers: 94% Of Consumers Plan To Continue Supporting Local Business Post-Pandemic, Says Study June 29, 2021 (0 comments)


San Mateo, CA—94% of consumers who switched to supporting local businesses during the pandemic plan to continue. These are findings from a new study conducted by Freshworks Inc., a customer experience software company. The research spotlights a revival of Main Street businesses amid those companies’ rapid adoption of digital tools. Image: Kodak Jewelers' location in the main shopping district of Hoboken, NJ.

The study of 10,500 global consumers, conducted in partnership with Dynata, found that 41% of consumers were inspired to support local businesses during the pandemic and, as stated, 94% plan to continue, revealing a major shift in the global economy. 

Consumers participating in the study recognized the strides small and local businesses made in customer service and said their improvements outpaced large companies by 50%. One caution, however: consumer patience and empathy for all companies appears to be running thin as the pandemic winds down. 

The research suggests that it will now be a business mandate for companies across all markets, sizes and industries to meet ever-rising customer expectations and deliver seamless delight through a range of in-person and digital channels.

“Main Street is poised for a breakout year as they lead the revitalized economy both in person and online,” said Girish Mathrubootham, founder and CEO of Freshworks. “We believe providing world-class digital engagement is no longer a nice-to-have but rather a business imperative to continue to delight customers no matter how they consume goods and services.”

Key findings include:

Local businesses made major inroads during the pandemic by raising the bar on the customer experience: 

Post-pandemic customers are more demanding than ever:

View the full report here.

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