Salesforce recently surveyed nearly 7000 consumers and business buyers to understand how customer expectations are changing, which technologies are impacting the consumer experience, and why trust is increasingly important. The full report can be downloaded here. There is a summary blog post here. The blog post has much more detail, but here are the highlights of 5 of the report’s key findings:
· Eighty percent of customers say that the experience a company provides is as important as its products or services · Eighty-two percent of business buyers want the same experience as when they’re buying for themselves · Seventy percent say connected processes are very important to win their business · Fifty-nine percent say they’re open to companies using artificial intelligence (AI) to improve their experiences · Sixty-two percent of customers say they’re more afraid of their data being compromised now than they were two years ago
Consumers want personalized experiences and connections with the companies they frequent. At the same time, they don’t fully trust companies to adequately protect personal information. This is an issue gaining in importance daily. How does your company build trust with your customers? What trends do you see in customer expectations and do they align with the Salesforce research? This is an important area, the report is worth reading.