The State of the Connected Customer<\/span><\/h2>\n\t\t\t\t\t\t\tInsights from 15,000+ global consumers and business buyers on a new era of customer engagement.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t
\n\t\t\t\t\tGet the Report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\n\t\t\t![\"state-of-connected-customer-fifth-edition\"](\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2022\/06\/state-of-connected-customer-fifth-edition.png\")
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nBusinesses must work harder to increase trust with both existing and new customers. The new normal<\/a> might be unknown, but why not look at it as an opportunity to:<\/p>\n\n\n\n\n- Rethink engagement tactics<\/li>\n\n\n\n
- Drive sales growth<\/a><\/li>\n\n\n\n
- Build stronger connections with customers <\/li>\n<\/ul>\n\n\n\n
According to our report, 89% of customers agree that how a company acts during a crisis reveals its trustworthiness<\/b>. A majority of consumers also expect companies to clearly state their values. The ethics of a company has never been more emotionally important to customers than it is now. <\/p>\n\n\n\n
Here are 10 tips for getting it right.<\/p>\n\n\n\n
1. Focus on customer experience<\/b><\/h2>\n\n\n\n
We discovered that 80% of those surveyed for the report said that the experience they have with a company is just as important as its products and services. So make sure your customer service tools are powerful and effective<\/a>. This is the first step in ensuring you\u2019re building emotional connections with your customer base.<\/p>\n\n\n\nIn this day and age, a customer\u2019s experience is mainly evaluated and based on their online experience. An astounding 89% of customers expect companies to accelerate digital initiatives due to COVID-19. So what happens to businesses that can\u2019t keep up with this digital imperative<\/a>?<\/p>\n\n\n\n2. Offer new ways to get existing products and services<\/b><\/h2>\n\n\n\n
Think about the way you do business. Has it changed in light of COVID-19? Well, if you\u2019re like the majority of business owners and buyers worldwide, the short answer is yes.<\/p>\n\n\n\n
Experiences that were traditionally in person, like sales meetings, have had to move to digital platforms. So now businesses are left with the challenge of trying to make emotional connections with customers online. It’s no secret that building emotional connections virtually is a lot more difficult than in-person meetings. <\/p>\n\n\n\n
The internet has become such an integral part of life, that a vast majority of consumers actually demand digital-first convenience<\/a>. According to our report<\/a>, 71% of consumers agree that convenience is more important than a company\u2019s brand and product (41%)<\/b>.<\/p>\n\n\n\nSo in times of crisis, creating online platforms for your customers to find your products and\/or services is vital. It also has the added benefit of reducing physical contact, demonstrating that you care about the safety of your customers. When you show that you care about a customer’s safety, it’s easier to make an emotional connection with them. <\/p>\n\n\n\n
3. Expand customer engagement methods<\/b><\/h2>\n\n\n\n
This is particularly important for younger generations. We found that 61% of both Gen Zers and Millennials think companies should expand their customer engagement methods in response to COVID-19. A lower percentage; 55% of Gen Xers and 45% of Baby Boomers think the same thing.<\/p>\n\n\n\n
We know that now is the peak of digital transformation<\/a>, so make sure your digital channels are interconnected and up-to-date. Keep in mind, 76% of customers prefer different channels depending on the context. <\/p>\n\n\n\nHere are the top preferred channels of communication:<\/p>\n\n\n\n
<\/p>\n\n\n\n![\"The](\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/top-preferred-channels-of-communication.png?strip=all&quality=95\")
\n\t\t\t
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nBusinesses must work harder to increase trust with both existing and new customers. The new normal<\/a> might be unknown, but why not look at it as an opportunity to:<\/p>\n\n\n\n According to our report, 89% of customers agree that how a company acts during a crisis reveals its trustworthiness<\/b>. A majority of consumers also expect companies to clearly state their values. The ethics of a company has never been more emotionally important to customers than it is now. <\/p>\n\n\n\n Here are 10 tips for getting it right.<\/p>\n\n\n\n We discovered that 80% of those surveyed for the report said that the experience they have with a company is just as important as its products and services. So make sure your customer service tools are powerful and effective<\/a>. This is the first step in ensuring you\u2019re building emotional connections with your customer base.<\/p>\n\n\n\n In this day and age, a customer\u2019s experience is mainly evaluated and based on their online experience. An astounding 89% of customers expect companies to accelerate digital initiatives due to COVID-19. So what happens to businesses that can\u2019t keep up with this digital imperative<\/a>?<\/p>\n\n\n\n Think about the way you do business. Has it changed in light of COVID-19? Well, if you\u2019re like the majority of business owners and buyers worldwide, the short answer is yes.<\/p>\n\n\n\n Experiences that were traditionally in person, like sales meetings, have had to move to digital platforms. So now businesses are left with the challenge of trying to make emotional connections with customers online. It’s no secret that building emotional connections virtually is a lot more difficult than in-person meetings. <\/p>\n\n\n\n The internet has become such an integral part of life, that a vast majority of consumers actually demand digital-first convenience<\/a>. According to our report<\/a>, 71% of consumers agree that convenience is more important than a company\u2019s brand and product (41%)<\/b>.<\/p>\n\n\n\n So in times of crisis, creating online platforms for your customers to find your products and\/or services is vital. It also has the added benefit of reducing physical contact, demonstrating that you care about the safety of your customers. When you show that you care about a customer’s safety, it’s easier to make an emotional connection with them. <\/p>\n\n\n\n This is particularly important for younger generations. We found that 61% of both Gen Zers and Millennials think companies should expand their customer engagement methods in response to COVID-19. A lower percentage; 55% of Gen Xers and 45% of Baby Boomers think the same thing.<\/p>\n\n\n\n We know that now is the peak of digital transformation<\/a>, so make sure your digital channels are interconnected and up-to-date. Keep in mind, 76% of customers prefer different channels depending on the context. <\/p>\n\n\n\n Here are the top preferred channels of communication:<\/p>\n\n\n\n <\/p>\n\n\n\n\n
1. Focus on customer experience<\/b><\/h2>\n\n\n\n
2. Offer new ways to get existing products and services<\/b><\/h2>\n\n\n\n
3. Expand customer engagement methods<\/b><\/h2>\n\n\n\n