A good customer service experience heavily impacts recommendations. What’s more, the main reason for customer frustration at 30% is not being able to reach the support staff. These findings, published in the second edition of the “State of the Connected Customer” report, give an in-depth look at: The factors influencing customers’ expectations, Which emerging technologies are influencing the future of customer experience, Why brand trust is increasingly important and how companies can foster it. 50% of US consumers have left a brand they were loyal to for a competitor that better met their needs. Customers expect immediate, responsive service. The Benefits of Customer Retention. The biggest correlation between customer experience and increased earnings is with billion dollar software companies, which can make $1 billion over three years with dedication to quality service. Some of the most prominent brands are still being cherished, but most of the others are quite simply dispensable. Predictive, anticipatory service is increasingly the norm. A third of people surveyed said they left a brand for that exact reason, which shows the potential for revenue that customized services really have. 21. As the number of quality competitors gets higher and higher, there will be fewer chances to come back from a business or a PR mistake. 1. Loyalty program stats like this one show an engaging brand is a loved brand. 56% of US consumers are not confident that brands have their best interests in mind when they use, share, or store their personal data. Customers expect to be treated like a human, not a number. But don’t fall into the trap of assuming the traits your target customers share. 90.2% of US consumers feel equally or more loyal to a brand than they were a year ago. The biggest categories consumers are loyal to on the national level are electronic devices at 79%, apparel and footwear at 65%, and health and beauty products at 59%. 1. 56% of customers actively seek to buy from the most innovative companies (that is, those that consistently introduce new products and services based on customer needs and new technology). 38. In this research, “customers” is an aggregate of both consumer and business buyer responses. 90% of US consumers prefer national brands to store or local brands. 15. Whether your company meets or misses customer expectations, research shows there’s an impact on the bottom line. 16. A billion dollar company will earn $775 million over three years on average due to quality customer experience. To better understand how customer expectations are changing, Salesforce Research surveyed over 6,700 consumers and business buyers globally. Predictive, anticipatory service is increasingly the norm. People grow to love certain brands due to the quality of products and service. As more and more users reward brands and companies that share their personal values, brand activism will continue to rise in importance. 30. People are increasingly comparing a business to the best service they had, no matter the industry. Let’s get started with a “surprise.” 1. Other top answers from the research are a more convenient shopping process at 50%, solving a problem or a question at 45%, and recommending products based on needs at 27%. Customers will share personal data — in exchange for better service. 62% of customers say they’re more afraid of their data being compromised now than they were two years ago. Customers are 9.5x more likely to view AI as revolutionary versus insignificant. B2B Commerce B2B Commerce Trends You Weren’t Expecting (but Will Impact Your Business) Andy Peebler. 84% of customers say being treated like a person, not a number, is very important to winning their business. [Click to tweet]. 21. Younger generations are increasingly willing to share more and more of their life with the world, and the trend doesn’t seem likely to slow down any time soon. All branding statistics from the research done by Microsoft show just how powerful customer service can prove to be for any business out there. Nearly three out of five consumers report that good customer service is key for them to feel loyalty toward a brand. The customer loyalty statistics we presented clearly show one misstep now costs more than many companies are prepared to pay. 75% of consumers expect brands to make more of a contribution to their well-being and quality of life. There is a considerable opportunity for brands that are able to interact on an individual basis with customers — from personalizing marketing journeys, to providing informed and unique customer care, to better understanding a customer’s unique needs. You need to measure customer satisfaction in order to improve it. Likely one of the most heavily-used referral programs in recent times. Brands that have to navigate the increasingly politicized society are going to tread carefully. For many companies, several different departments clamour to own the customer, with marketing, sales, and service being three of the most common. That’s why we’re seeing a sharp increase in politicized ads across all industries. You shouldn’t allow that happen to your business. This was the second most common answer, only below “Quick and easy checkout” in the same product loyalty research, which stood at a high 83%. By 2020, 75% of business buyers expect companies that can anticipate their needs and make relevant suggestions before they initiate contact, while 73% expect that products they purchase will self-diagnose issues and automatically order replacement parts or service. 61% of consumers think surprise gifts and offers are the most important way a brand can interact with them. 3. Over 70% of consumers are more likely to recommend a brand if it has a good loyalty program. And it will lead to a completely new age of brand loyalty. In an era of plentiful great choices, the quality of the product is becoming less and less impactful compared to the quality of customer service and user recommendations.Â, The internet has allowed many businesses and products to become successful without ever investing into advertising. 37. 77% of brands could disappear, and no one would care. Save my name, email, and website in this browser for the next time I comment. This correlates with a sharp increase in people’s openness to being observed. Customers are 3.7x more likely to view seamless transitions between channels as important versus unimportant. 69% of US consumers say customer service is very important when it comes to their loyalty to a brand. Having a great product is still the most important thing for customer brand loyalty. Business buyers’ expectations mirror consumer expectations for company interactions. 2. Why exceeding customer expectations is critical. Your satisfied customers will make more purchases and even serve as promoters who make recommendations to their friends, making them extremely valuable. 95% of loyalty program members want to engage with their brand’s program through new and emerging technologies. What’s more, the future is only going to get more complex with the emergence of new, disruptive technologies. They often go out of their way to buy from them. The rapid evolution of customer expectations is made clear when we compare the millennial approach to that of baby boomers and traditionalists, for whom only 41% are willing to share data for personalized shopping experiences. Retention marketing includes the tactics and customer retention strategies that brands use to build trust and customer loyalty, stand out from competitors, stay top of mind, and ultimately drive buyers back to their business again. 75% of them believed those platforms are not viable for customer service. 4. Of all those people, only 40% actually believe brands are contributing to their overall quality of life. Satisfied US customers will share their positive experience with 11 different people. Customers expect data protection: Make trust your priority. For starters, the research found that 76% of customers now report that it’s easier than ever to take their business elsewhere — switching from brand to brand to find an experience that matches their expectations. 27. People are increasingly willing to abandon and change brands when there are multiple quality solutions out there. 6. We'll assume you're ok with this, but you can opt-out if you wish. Customer profiles that are based on guesswork are usually inaccurate. Delivering personalized experiences drives customer loyalty, with 70% of consumers saying a company’s understanding of their individual needs influences their loyalty, and 69% saying the same of personalized customer care. Having actual quality content will prove to be a huge advantage in coming years. 34. The old world is rapidly giving way to new and emerging ideas, while consumers are enjoying more and more power.Â. 14. 69% of US marketers believe technology has made it harder for them to offer customers personalized experiences. Various trademarks held by their respective owners. As disruptive companies leverage breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalized, valuable, and immediate experiences, customers have more choices than ever. Findings from the first edition of the “State of the Connected Customer” report. Instead, they rely on word-of-mouth recommendations. 22. The research shows that understanding customers’ needs — and exceeding their expectations — are becoming table stakes for businesses to compete. Build customer loyalty. All retention stats like this one show how a superior customer experience helps to improve people’s loyalty to a business. 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