State of the Connected Customer Customer Expectations Hit All-Time Highs 7 01 Customers expect a lot from companies, but Companies Are Missing the Mark on Experience don’t have faith in them to deliver — much less in a principled fashion. About half of customers say most companies fall short of Consumers Business Buyers their expectations for great experiences. This would be troubling enough, but there are 59% signs of an even deeper discontent; nearly 53% six in 10 consumers don’t believe companies 45% 44% have their best interests in mind. The reality is that today’s customers expect companies to understand and 51% 54% care about them as individuals, and treat of customers of customers them accordingly. say most companies fall don’t believe companies short of their expectations have their best 76% of customers for great experiences interests in mind expect companies to understand their needs and expectations. SalesforSalesforcce Re Researesearchch