As technology makes it easier to connect and engage with brands, do customer expectations change? And how do these changes impact trust? This trinity of factors is the subject of a new report from Salesforce Research. In their 2018 “State of the Connected Customer” report, Salesforce Research surveyed over 6,700 consumers and business buyers worldwide and analyzed both B2B and B2C attitudes across these three areas.
While the findings aren’t necessarily surprising when taken individually, together they form a narrative that indicates that customer loyalty is more fickle than ever, and customer expectations are at an all-time high.
Let’s take a look at 8 key statistics from this report that help to bring this story to life.
1. 4 out of 5 customers say that the experience a company provides is as important as its products and services.
Let’s start with the obvious stuff—this first statistic shouldn’t be a surprise. After all, there are more brands than ever before in just about a… Read More