{"id":1617,"date":"2021-03-03T20:46:00","date_gmt":"2023-09-04T20:46:36","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=1617"},"modified":"2023-11-02T15:02:58","modified_gmt":"2023-11-02T15:02:58","slug":"improve-connected-customer-experiences","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/improve-connected-customer-experiences\/","title":{"rendered":"How to Win Trust and Improve Connected Customer Experiences in Belgium"},"content":{"rendered":"\n

Explore key insights from the Salesforce State of the Connected Customer Report, 4th Edition. <\/i><\/p>\n\n\n\n

Global market landscapes have changed beyond recognition with economic, health, leadership, social justice, and climate crises dominating worldwide headlines. As a result, the customer journey, expectations, and behaviours have transformed with unprecedented scale and speed. <\/p>\n\n\n\n

In our recent State of the Connected Customer Report, <\/a>more than 15,000 customers and business buyers worldwide revealed several key insights. In this blog, we will analyse their responses regarding connected customer experiences, global customer expectations, and the importance that consumers place on company values worldwide and in Belgium. <\/p>\n\n\n\n

At Salesforce, we see these evolving customer expectations as an opportunity to innovate and are pleased to share insights to support this evolution. The need for businesses to reassess and reinvent is clear as customers and businesses are demanding more from corporations across the globe. <\/p>\n\n\n\n

For example, 71% of customers agreed that they pay more attention to companies\u2019 values than they did a year ago. Business buyers have an even stronger correlation with values. In fact, 75% of business buyers agree that vendors\u2019 ethics increasingly factor into their purchasing decisions<\/b>. <\/p>\n\n\n\n

How do you build trust and create exceptional experiences for connected customers?<\/p>\n\n\n\n

Below, we explore both the key global market trends and the experience in Belgium as viewed through the lens of our fourth State of the Connected Customer<\/a> report. <\/p>\n\n\n\n

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Consumers crave authentic connections<\/b><\/h2>\n\n\n\n

Unprecedented digital transformation<\/a> throughout 2020 has been a catalyst for reflection and one thing has become crystal clear: connected consumers value their brand relationships and experiences. As customers stepped back and began to reset and rethink, they also reassessed and revised their buying behaviours.<\/p>\n\n\n\n

In addition to the digital-first dynamic that characterises much of the new normal<\/a>, customers are demanding authenticity from their relationships with companies. They are not just seeking more personalised experiences, but empathetic ones. <\/p>\n\n\n\n

The role of customer service has evolved from merely addressing acute issues to fostering a sense of care. This approach provides an opportunity for companies to leverage every interaction to nurture and build customer relationships.<\/p>\n\n\n\n

Globally, there is work to be done both in reimagining service provision and innovative thinking. The majority of global customers (54%) believe companies should expand customer engagement methods as well as offer new products and services in response to COVID-19. Moreover, 69% expect existing products and services to evolve through new channels and formats<\/b>, namely digital versions of traditionally in-person experiences. <\/p>\n\n\n\n

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Creating superior customer experiences<\/b><\/h2>\n\n\n\n

Consumers are challenging companies to deliver superior customer experience<\/a>, and in more formats than ever before in return for customer loyalty. The craving for innovation and opportunity for expanded channels in socially distant times is even more prevalent among younger generations, providing an important glimpse into the expectations of the customer of the future. <\/p>\n\n\n\n

So what are the markers of superior customer experiences<\/a>? Not surprisingly, service that is personalised, seamless, and fast makes the list, with convenience remaining king. Unfortunately, customer expectations far exceed their perceptions of a business’s ability to deliver, with companies falling significantly short.<\/p>\n\n\n

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66% of customers responded in this year\u2019s survey that they feel treated like a number.<\/p>\nState of the Connected Customer Report, 4th Edition<\/cite><\/blockquote>\n\n