According to a recent survey, one-third of consumers plan to do almost half of their shopping with direct-to-consumer (D2C) brands, and 81% say they will make at least one purchase this year from a D2C. However, only 9% believe the customer service with these companies is superior to traditional brands.
Price, quality and convenience are the driving features in today’s retail environment, and this is where D2C companies prevail. A countervailing trend is that the most successful D2Cs, such as Warby Parker, Casper and Untuckit, are moving into brick-and-mortar, opening specialty stores in affluent areas.
Changes are taking place with traditional retailers, particularly with in-person customer service. That is, after all, their main advantage, which is face-to-face selling and giving customers the opportunity to touch the merchandise.