SECOND EDITIONState of theConnectedCustomerInsights from 6,700+ consumers and business buyers on the intersection of experience, technology, and trust每日免费阅读行业报告1、每日星球内分享10+精品报告；2、不定时分享国际投行报告，脱水研报等；3、行业报告均为公开内容，版权归原作者所有，星球仅分享内部学习。扫描右侧二维码即刻加入【行业报告（免费） 】星球（此页只为更多需要行业报告的朋友提供便利，希望不会影响您的阅读，谢谢理解！）2State of the Connected CustomerSalesforce ResearchAbout This ReportFor this second edition “State of the Connected Customer” report, Salesforce Research surveyed over 6,700 consumers and business buyers worldwide to discover:• How customers’ expectations of companies are changing• Which emerging technologies are influencing the future of customer experience• Why customer trust is increasingly important, and how companies can foster itData in this report is from a double-blind survey conducted from March 26–April 12, 2018, that generated responses from 6,723 individuals in Australia/New Zealand, Brazil, Canada, France, Germany, Hong Kong, India, Japan, Mexico, the Netherlands, the Nordics, Singapore, the United Kingdom, and the United States. All respondents are third-party panelists (not limited to Salesforce customers). See page 56 for detailed respondent demographics. 1,3509002,2232,250Salesforce Research provides data-driven insights to help businesses transform how they drive customer success. Browse all reports at salesforce.com/research.3State of the Connected CustomerSalesforce ResearchAbout This ReportIn this report, we examine survey results from three primary groups:ConsumersThose reporting on their interactions with companies when purchasing for themselvesBusiness BuyersThose reporting on their interactions with companies when purchasing on behalf of their employersCustomersAggregated consumers and business buyersDue to rounding, not all percentages may add to the sum total. All comparison calculations are made from total numbers (not rounded numbers).3State of the Connected CustomerSalesforce ResearchConsumersBusiness BuyersAll Customers4State of the Connected CustomerSalesforce ResearchContentsExecutive Summary ..................................................................................................................................................... 5 Customer Expectations Hit All-Time Highs .................................................................................................. 6 Companies Face a New Connected Mandate ............................................................................................. 10 Technology Sets New Benchmarks for Innovation ..................................................................................... 15 Customers Balance Personalization and Privacy Amid a Crisis of Trust ................................................... 19 01020304Last Look ........................................................................................................................................................................ 22Country & Regional Profiles ....................................................................................................................................... 23Appendix ........................................................................................................................................................................ 42Demographics ............................................................................................................................................................... 56 5State of the Connected CustomerSalesforce ResearchExecutive SummaryRising generations take for granted that they can order almost anything by just talking to a device. But their parents remember when mail-order catalogs were the norm. Suffice to say, technology is raising customer standards at a breakneck pace. For businesses, there’s more focus than ever on going beyond the expected product or service, to deliver a customer experience that truly differentiates. But while expectations for personalized, connected experiences are soaring, trust in companies to responsibly handle the data they require is bottoming out. This report examines the evolution of these expectations, the technology that’s driving them, and the balance of trust between customers and companies. With more choice, more access to information, and less incentive to be loyal, today’s customers are firmly in control of their relationships with companies. Consumers and business buyers alike seek differentiated experiences based on trust and understanding, and will shop around to find them. Eighty percent of customers say the experience a company provides is as important as its products and services.Customer Expectations Hit All-Time Highs (See page 6) 01From product recommendations to proactive service, customers expect engagement that’s uniquely personalized. What’s more, customers are looking for interactions that are connected and contextualized at every turn. Seventy percent of customers say connected processes are very important to winning their business.Comp...
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