State of the Connected Customer Customer Expectations Hit All-Time Highs 6 01 Tethered to their smartphones and one day are outdated the next. In this context, accustomed to nonstop innovation, today’s the experience a company offers is increasingly a STAGGERING 95% of consumers and business buyers are more its differentiator. But the scope of customer customerS say trusting informed and less loyal than their experience is changing, too. To win hearts and a company increases predecessors. In this era of exponentially wallets, companies must not only deliver their loyalty. disruptive technological change, often referred amazing marketing, sales, ecommerce, and to as the Fourth Industrial Revolution, service interactions, but also prove that they products and services that are cutting-edge have the customers’ best interests in mind. Customers Push Companies to Do Better Consumers Business Buyers 79% 94% 64% 81 % 96% 73% 80% 95% 67% of customers of customers of customers say the experience say they are more say their standard for a company provides is as likely to be loyal to a good experiences are important as its products company they trust higher than ever and services Salesforce Research