My new friend Roy Edwards at Enterprise Times in the UK recently published a story on Salesforce’s, “State of the Connected Customer” report. We spent time discussing the research, which spotlights just how much customers have evolved in the past few years. Key themes include… The Trust-based economy moves to the forefront Digital acceleration sparks personalisation at scale New realities test brand loyalty (loyalty is up for grabs and retention becomes mission critical) Digital-first experiences expand to meet the moment…
Enterprise Times: 15 key statistics from Salesforce’s State of Connected Customer Report
via Roy Edwards, Enterprise Times Salesforce’s State of Connected Customer Report provides insights from 17,000 consumers and business buyers on the new customer engagement landscape. The Trust-based economy moves to the forefront 88% of customers believe trust becomes more important in times of change. Research from Edelman points to business as a “stabilising force,” while institutions like government and media are eyed with increasing suspicion. Given their inherent opt-in nature, transactions are at risk without a baseline of confidence that…
