The latest State of the Connected Customer report from Salesforce is full of valuable digital transformation insights. This report details what businesses need to do if they want to improve the customer experience, foster their loyalty, and get a better bottom line.
Here are the main takeaways:
1.Good customer engagement is getting increasingly harder to achieve
This is due to extraordinary experiences that are raising the bar. Nowadays, there is no one-size-fits-all solution to the problem. According to what 73% of customers are saying, all it takes for one’s expectations of other companies to be raised is one extraordinary experience.
2.Digital transformation meets new expectations
Technologies like AI and IoT are accelerating innovation across different industries. When asked, 75% of customers expect companies to offer better user experiences by using new technology.
3.Trust is gaining importance
On the flip side, trust seems to be getting increasingly more elusive as well. Customers demand transparency, ethics, and authenticity. 54% of customers claim that it’s not easy for companies to gain their trust, and the challenge is getting increasingly harder.
4.Buying decisions are influenced by corporate values
Nowadays, society places a lot of expectations in terms of how companies are supposed to act. Customers want them to participate in causes such as philanthropy, sustainability and equal rights. In fact, 73% of respondents believe this matters in 2019 more than it did a year ago.
Additional digital transformation insights are available at Salesforce’s official website.