Retailers are driving value with consumers by offering them personalized guidance and information at every touchpoint, from the pre-purchase, decision-making stage all the way to post-purchase support

Brands like T-Mobile and Best Buy are investing more in training and processes to support their frontline associates and bringing in the right partners to position themselves as category experts. Whether through one-to-one consults, group classes or post-purchase support, these service initiatives are designed to boost the confidence of consumers at every stage of their journey, a sales-driving strategy highlighted in PSFK's Future of Retail 2019 report. 

Consumers gauge their brand loyalty by the level of service they are being provided. Accordingly, retailers are increasingly focusing their efforts on offering expertise at all stages of the shopping experience, from online platforms that connect shoppers with on-demand associate assistance to educational and product-enhancing classes.

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