STATE CONNECTED CUSTOMER - THIRD EDITION Insights from over 8,000 consumers and business buyers worldwide - Fink & Fuchs
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THIRD EDITION STATE CONNECTED CUSTOMER Insights from over 8,000 consumers and business buyers worldwide
About This Report State of the Connected Customer 2
For this third edition of the “State of the
Connected Customer” report, Salesforce
Research surveyed over 8,000 consumers and
business buyers worldwide to discover:
• How customer expectations continue to shift
• Which emerging technologies are
transforming standards for engagement 1,590 3,222
• The role of trust in customer relationships
• The rising importance of corporate values in
buying decisions
Data in this report is from a double-blind survey
conducted April 2–18, 2019, that generated
responses from 8,022 individuals in Australia/
New Zealand, Canada, France, Germany, Hong
Kong, India, Italy, Japan, Singapore, Spain,
3,210
Switzerland, Thailand, the United Kingdom/
Ireland, and the United States.
All respondents are third-party panelists (not
limited to Salesforce customers). See page 61 for
detailed respondent demographics.
Percentages may not total 100 due to rounding.
All comparison calculations are made from total
numbers (not rounded numbers).
Salesforce Research provides data-driven insights to help
businesses transform how they drive customer success.
Browse all reports at salesforce.com/research.
Salesforce Research
About This Report State
Stateofofthe
theConnected
ConnectedCustomer
Cutomer 3
We examine survey results from three primary groups:
Consumers
Those reporting on their interactions with companies
when purchasing for themselves
Business Buyers
Those reporting on their interactions with companies
when purchasing on behalf of their employers Business Buyers Consumers
Customers
Aggregated consumers and business buyers All Customers
We also examine survey results across three generations
of customers: Respondents were required to be 18 years
of age or older.
Millennials/Gen Zers
Born between 1981–2000
Millennials/Gen Zers
Gen Xers Gen Xers
Born between 1965–1980
Silents/
Silents/Baby Boomers Baby Boomers
Born before 1965
Salesforce Research
Contents State of the Connected Customer 4
Executive Summary.............................................................................................................................................5
Introduction..........................................................................................................................................................6
01 Extraordinary Experiences Raise the Bar for Customer Engagement..............................................8
02 New Expectations Shift the Digital Transformation Playbook........................................................ 14
03 Trust Becomes More Important, Yet More Elusive........................................................................... 19
04 Corporate Values Sway Buying Decisions.......................................................................................... 22
Last Look: How Well Are Industries Engaging Customers?.......................................................................... 25
Country Profiles................................................................................................................................................. 26
Regional Profiles................................................................................................................................................ 41
Appendix............................................................................................................................................................. 45
Survey Demographics...................................................................................................................................... 61
Salesforce Research
Executive Summary State of the Connected Customer 5
Companies are being challenged to Extraordinary Experiences Raise the Bar for Customer Engagement
rethink not just the individual 01 (see page 8)
experiences they provide Customers’ standards for modern engagement are a far cry from the transactional, one-size-fits-all
customers, but their entire experiences that were once de facto. Tailored, contextualized engagement across multiple touchpoints
approach to customer engagement. is the benchmark, and disruptive business models are further raising the bar. Seventy-three percent of
customers say one extraordinary experience raises their expectations of other companies.
Twenty-five years since the
popularization of the internet
and 12 years after the introduction New Expectations Shift the Digital Transformation Playbook
of the iPhone, customer
02 (see page 14)
expectations keep soaring. Innovation is accelerating across industries thanks to emerging technologies like artificial intelligence
Companies are in a race to (AI) and the Internet of Things (IoT). With many consumers and business buyers willing to pay a
transform themselves to foster the premium for differentiated, first-to-market products and services that enhance their experiences, the
digitally savvy relationships that pressure is on for companies to get ahead of the digital curve. Seventy-five percent of customers
consumers and business buyers expect companies to use new technologies to create better experiences.
alike demand.
Trust Becomes More Important, Yet More Elusive
At the same time, trust has become 03 (see page 19)
only more relevant. Collective
concern over an array of societal Trust has always been foundational in customer relationships, but it's a more nuanced subject in an era
issues has prompted customers to where customers expect transparency, authenticity, and ethics. A lot goes into fostering customer trust,
examine what companies stand for. and it’s an increasingly formidable challenge. Fifty-four percent of customers say it’s harder than
ever for companies to earn their trust.
Corporate Values Sway Buying Decisions
04 (see page 22)
The days when businesses were expected to sit on the sidelines of societal issues are over. Today,
customers expect companies to not only operate ethically and with their communities’ interests
at heart, but in a way that advances causes such as equal rights, philanthropy, and sustainability.
Seventy-three percent of customers say a company’s ethics matter more than they did
a year ago.
Salesforce Research
Introduction State of the Connected Customer 6
Customer experience is not a new concept, technology (IT) — once thought of as the prompts nearly three-quarters of customers to
but it has never been more relevant. Case in ultimate back-office function — now cite hold other companies to higher standards.
point: Salespeople — once solely focused on customer experience as their top priority.†
84%
closing transactions — now track customer
satisfaction more than any other metric.* These shifts in business focus are for good
Nearly half of marketers — once concerned reason. Great experiences reap great rewards, of customers say the experience a
only with driving new leads — now champion with almost two-thirds of customers willing to company provides is as important as its
customer experience initiatives across their pay a premium for them. What’s more, a products and services – up from 80% in 2018.
entire companies.** Even leaders in information standout experience with one company
The Customer Experience Stakes Have Never Been Higher
Consumers Business Buyers
83% 69% 59%
89% 82% 82%
84%
of customers say the
experience a company
73%
of customers say one
extraordinary experience
66%
of customers are
willing to pay more for
provides is as important raises their expectations of a great experience
as its products and services other companies
*
“State of Sales,” Salesforce Research, May 2018.
**
“State of Marketing,” Salesforce Research, December 2018.
†
“Enterprise Technology Trends,” Salesforce Research, May 2019. Salesforce Research
Introduction State of the Connected Customer 7
A lot of factors – ranging from new Innovation, Connectivity, Trust, and Values
technologies and products to new business Raise the Bar for Customer Engagement
models and increased awareness of corporate
ethics – make customer expectations a moving
target. Thus, delivering the great experiences Customers Who Say These Factors Change Their Expectations of Companies
that meet those changing expectations is a
difficult endeavor. All Customers Consumers Business Buyers
Companies are being challenged to rethink Better access to information 91%
(e.g., product information, 92%
how they engage with increasingly connected, reviews) 94%
empowered, and discerning customers.
91%
91%
54%
Increased product choice
91%
85%
of customers say companies need
86%
to transform how they engage with them. New types/categories of products 89%
78%
81%
Ecommerce
Each customer is unique, and each company 88%
will use different tactics to delight them. Yet a 74%
Increased awareness of corporate
focus on several key principles – including values, ethics, and business practices
77%
84%
treating customers like the individuals they are,
connecting interactions and touchpoints across 69%
Peer reviews 71%
their journeys, investing in digital (e.g., Yelp, Amazon reviews)
76%
transformation, and leading with trust and
New business models 59%
values – can help companies shape their (e.g., sharing economy, subscriptions, 65%
strategy of how to best engage their customers. direct-to-consumer) 78%
Ultimately, these principles can help 58%
companies develop valuable one-to-one New methods of communication 64%
(e.g., messaging apps.)
customer relationships. 77%
52%
Emerging technologies 58%
(e.g., chatbots, voice assistants) 75%
See page 46 for additional data segmentations. Salesforce Research
01 Extraordinary Experiences Raise the Bar 8
State of the Connected Customer
for Customer Engagement
The first step to understanding today’s Companies Aren’t Living Up to Customers’
connected customers is to cast aside any Personalization Expectations
generalizations about their interests. Customers
expect to be treated as people rather than
personas. Like with friendships, customer EXPECTATION REALITY
relationships bloom when individuals feel
understood. But when customers feel like their
needs aren't appreciated, even after multiple
interactions, relationships can weaken.
73% 51%
77% 75%
63%
Expectations for personalized engagement 57%
53%
span generations, rebutting outdated strategies of customers expect of customers say
aimed at broad segmentations and challenging companies to understand companies generally 40%
companies to learn more about individuals. Yet their needs and understand their needs
expectations and expectations
companies haven’t caught up, with relatively
few understanding customers’ needs and
expectations – let alone adapting to their
actions and behavior.
52%
62% 47%
of customers – including
56% of consumers – say companies are 67% 65%
generally impersonal.
52% 53%
of customers expect of customers say 49%
companies to companies generally 36%
adapt based on their adapt based on their
actions and behavior actions and behavior
Millennials/Gen Zers Gen Xers Silents/Baby Boomers
Salesforce Research01 Extraordinary Experiences Raise the Bar 9
State of the Connected Customer
for Customer Engagement
If a friend ignores a call, text, or email, it Modern Customer Engagement Happens in Real Time
probably doesn’t bode well for the overall
relationship. The same dynamic is true for
today’s customers, who live in an always-on
world where an answer is just a tap away.
56% of customers expect to find whatever they
71% of customers expect companies to
communicate with them in real time.
need from a company in three clicks or less
Expectations for timeliness start when 45% of customers can generally find whatever they
need from a company in three clicks or less
customers are just browsing, with more than
half expecting to find whatever they need — be
it pricing, inventory, or something else — in
three clicks or less. It extends to when they
make a purchase, with nearly six in 10 willing to
switch to a competitor with quicker and
cheaper shipping. It persists when they have
questions for customer service: 78% of
customers expect to solve complex issues
by speaking to one person.
57% of customers won’t buy from a company
that can’t ship quickly and cheaply
Most customers won't wait for someone to give
them information they can find themselves.
Sixty-eight percent would rather use self-
service channels – like knowledge bases or
59% of customers will take their business to Amazon if a
company can’t match their shipping speed and cost
customer portals – for simple questions or
issues.
See pages 47 and 48 for additional data segmentations. Salesforce Research01 Extraordinary Experiences Raise the Bar 10
State of the Connected Customer
for Customer Engagement
Companies aren't just expected to be Preferred Channels Span Online and Offline Worlds
available anytime — they're also expected to be
available anywhere. Multichannel behavior is a
fact of everyday life . Forty percent of Customers Who Prefer the Following Channels When Communicating with Companies
customers won’t do business with a
company if they can’t use their preferred
channels.
Email 64% 62%
64%
65%
Millennials and Gen Zers are the most
In-person 59% 56%
59%
62%
omnichannel generations by far — citing, on
average, 51% more channels as “preferred” Phone 56% 53%
57%
58%
than the silent and baby boomer generations.
Younger customers are, unsurprisingly, more
Online chat/live support
(e.g., popup windows on website) 45% 28% 45% 55%
digitally savvy when engaging with companies.
More than half (56%) of millennial and Gen Z
customers prefer mobile apps, and are more
Mobile app 43% 24% 42% 56%
than twice as likely than silents/baby boomers
to prefer voice assistants like Siri and Alexa.
Online portals
(e.g., self-service account information) 43% 29% 44% 50%
Email is favored across generations. Online knowledge bases
(e.g., self-service FAQs, searchable libraries) 41% 29% 41% 49%
Messenger apps
(e.g., WhatsApp, Facebook Messenger) 37% 21% 36% 48%
36%
55%
38%
Online forms 28% 40%
of customers — including 68% of
millennials/Gen Zers — prefer digital channels Social media 32% 15% 30% 45%
over traditional ones.
Text/SMS 31% 25%
30%
35%
Online communities
(i.e., forums) 30% 16% 29% 39%
Voice assistants
(e.g., Siri, Alexa) 22% 13% 22% 28%
Millennials/Gen Zers Gen Xers Silents/Baby Boomers
See page 49 for additional data segmentations. Salesforce Research01 Extraordinary Experiences Raise the Bar 11
State of the Connected Customer
for Customer Engagement
Customers prefer a variety of channels, at least Context Matters for Connected Customer Engagement
in part, because of context. It may be most
convenient to use a mobile app while riding
transit, for example, or to send a detailed email
to customer service when there’s a complex Customers Who Say the Following
issue at hand. But as lives get busier and
attention spans shorter, cross-channel I prefer different channels 82%
engagement isn’t as cut and dry as it once was.
Today’s customer journeys are complex,
78% depending on context
(i.e., where I am and what I'm doing) 67%
80%
nonlinear, and fragmented across touchpoints. I prefer different devices 79%
The majority of consumers and business buyers
across generations have used multiple channels 73% depending on context
(i.e., where I am and what I'm doing)
61%
76%
to start and complete single transactions — such
as when they first see an ad on social media 79%
only to make a purchase on a website later.
What’s more, nearly two-thirds (64%) of
71% I have used multiple channels to start
and complete a single transaction 55%
73%
customers have used multiple devices to
75%
start and complete transactions — such as
browsing on a smartphone only to sign up for
an account on a desktop later.
64% I have used multiple devices to start
and complete a single transaction 44%
67%
Millennials/Gen Zers
This multichannel, multi-device reality poses a Gen Xers
vexing question: How can companies foster Silents/Baby Boomers
great customer engagement across nonlinear
journeys? In other words, how can they keep
experiences connected?
See page 49 for additional data segmentations.
Salesforce Research01 Extraordinary Experiences Raise the Bar 12
State of the Connected Customer
for Customer Engagement
Effective customer engagement isn't just Customers Expect Unity but Often Face Silos
personalized, timely, and omni-channel. It's
also connected, meaning that customers'
preferences are known across touchpoints,
and any required information can be quickly
accessed.
78%
of customers expect
59%
of customers say it generally feels
consistent interactions like they’re communicating with
across departments separate departments, not one company
69% of customers expect
connected experiences.
Omni-channel and omni-device behavior
makes connected experiences challenging
enough, but customers also expect the
representatives they encounter across those
touchpoints to have the same information. In
customers' minds, for example, a service agent
should know about a recently signed sales
contract, or the details of a recent ecommerce
transaction, and engage accordingly. Sixty-four
72%
of customers expect all
66%
of customers say they often have to
company representatives to have repeat or re-explain information to
percent of customers expect tailored the same information about them different representatives
engagement based on past interactions.
For many companies, this is easier said than
done. The average enterprise uses 900 different
applications, 29% of which are integrated.*
Customers feel the effects, with nearly three-
fifths reporting experiences that generally
reflect separate departments rather than
unified companies.
*
“MuleSoft Connectivity Benchmark Report,” February 2019.
See pages 47 and 48 for additional data segmentations. Salesforce ResearchSpotlight State of the Connected Customer 13
Direct to Consumer
Sixty-five percent of customers say new Direct-to-Consumer Models Are a Hit with Younger Generations
business models are changing their
expectations of companies. Direct-to-consumer
sales is a prime example.
Consumers Who Say the Following
Pioneers such as Warby Parker and Dollar Shave
Club disrupted entire industries by cutting out
58%
intermediaries and offering products directly to
end users. Established branded manufacturers
such as adidas are embracing the direct-to-
49% I buy at least one product directly
from a brand on a regular basis 39%
49%
consumer model, with 99% of them investing 54%
in such initiatives.* The impact has been huge
not only for revenue streams and retail 47% I identify more with the brands I buy than
the retailers I buy from
45%
40%
relationships, but for customer expectations.
Seventy-three percent of consumers expect 53%
to be able to buy directly from a brand as
well as from a retailer.
44% I expect to buy more products
directly from brands in the future 34%
43%
Millennials/Gen Zers
76%
Gen Xers
Silents/Baby Boomers
of consumers expect the same level
of engagement when buying from a brand as
when buying from a retailer.
Today, nearly half of consumers buy at least one
product directly from a brand on a regular
basis. Much like digital channels, millennial and
Gen Z consumers are particularly fond of this
new way to shop.
*
“Consumer Goods and the Battle for B2B and B2C Relationships,”
Salesforce, May 2019. Salesforce Research02 New Expectations Shift the Digital 14
State of the Connected Customer
Transformation Playbook
Direct-to-consumer sales is an example of Innovation Commands a Premium, Especially for Business Buyers
something more critical than ever as customer
expectations soar: innovation – the adaptation
to customer needs or technological change.
Customers Who Say the Following
67%
All Customers Consumers Business Buyers
of customers expect companies to 65%
provide new products and services more I expect the rate of innovation 68%
from companies to accelerate
frequently than before — up from 63% in 2018. 78%
It takes more for a company to 59%
impress me with new products/ 62%
Innovation can come through new products or services than ever before
72%
new ways of engaging customers. Whatever the
59%
form factor, the bar for innovation is higher If a company doesn’t adapt to
than ever, with the majority of customers saying my changing expectations, it 61%
feels like they don’t care 65%
companies must do more in order to impress
them — let alone capture their attention. A lack 42%
of innovation, in fact, now signals a company’s I will pay more for 50%
differentiated products
apathy toward its customers. 70%
31%
Innovation is particularly critical for business I will pay more for a product or
buyers, whose purchasing decisions can impact 40%
service that’s first to market
62%
their own competitiveness. Seventy percent of
business buyers will pay more for differentiated
products, and nearly as many (62%) will pay
more for products that are first to market.
See pages 50 and 51 for additional data segmentations. Salesforce Research02 New Expectations Shift the Digital 15
State of the Connected Customer
Transformation Playbook
There is a common thread across the factors Customer Expectations Are Driving Digital Transformation
redefining customer engagement and driving
innovation: technology. As a result, digital
transformation initiatives – which have
historically entailed digitizing or modernizing
back-end systems at a company – are now Consumers Business Buyers
much more customer-facing. Acutely aware
of what’s possible, customers are pressuring
companies to use technology to deliver 72% 71%
83% 81%
better experiences.
67% of customers say the way a
company uses technology indicates how
it operates in general.
75%
of customers expect
companies to use
74%
of customers expect
companies to use
new technologies existing technologies
New use cases for existing technologies – like to create better experiences in new ways
more engaging mobile apps or more tailored to create better experiences
emails – go a long way. But a crop of newer
technologies enabled by data proliferation are
upping the ante even more. Fifty-eight
percent of customers say emerging
technologies are changing their
expectations of companies.
See pages 50 and 51 for additional data segmentations.
Salesforce
Salesforce Research
Research02 New Expectations Shift the Digital 16
State of the Connected Customer
Transformation Playbook
The backbone of today’s emerging AI Has Gone Mainstream, but Reservations Remain
technologies, artificial intelligence (AI), is well
appreciated among business buyers. Only
one-third of consumers, on the other hand,
can name an example of AI they encounter Customers Who Say the Following
every day. But the fact is that someone is using
AI whenever they do things as common as All Customers Consumers Business Buyers
buying a recommended item on Amazon,
using Waze to shorten their commute, or 56%
I’m open to the use of AI to 62%
discovering a new favorite song on Spotify. improve my experiences 77%
Wittingly or not, data proliferation — paired with
increasingly refined modeling capabilities — is 53%
AI will revolutionize how I
making AI a mainstay of everyday life and 59%
interact with companies
fundamentally altering expectations. 74%
48%
I trust companies to use AI 54%
62%
in a way that benefits me 70%
45%
of customers are open to the use AI will play as big of a role in 52%
of AI to improve their experiences — up from my life as smartphones 69%
59% in 2018.
42%
AI is the most significant 48%
technology of my lifetime
65%
However, companies have work to do in
articulating AI’s role, particularly to consumers. 33%
I can think of an example 40%
Fewer than half of consumers trust companies of AI I use every day
60%
to use AI in a beneficial manner, and just shy of
one-third think companies are transparent 32%
Companies are transparent 39%
enough on the matter. enough about how they use AI 58%
See page 50 for additional data segmentations. Salesforce ResearchSpotlight State of the Connected Customer 17
Voice Technologies
A prime – and increasingly common – example Voice Technology Makes a Splash, Particularly with Business Buyers
of AI in everyday life is voice technology.
Already, 23% of customer service organizations Customers Who Say the Following
are using AI chatbots, which are often in voice
form, and an additional 31% plan to within All Customers Consumers Business Buyers
18 months.*
52%
Certain instances of voice technology also 57%
Voice assistants are revolutionary 70%
come in the form of connected devices, such
as Siri voice assistants on iPhones or smart 35%
Voice assistants will play as big of 43%
speakers using Amazon’s Alexa or Google a role in my life as smartphones 63%
Assistant. Twenty-seven percent of
customers use a voice assistant daily. New 36%
I would rather talk to my 42%
form factors such as smart speakers that are device than type in it 58%
always at the ready are becoming a mainstay
of domestic life.
Voice Assistant Users Who Have Done the Following
29% of consumers have a smart speaker
in their home. 57%
ordered a
92%
searched for
information
product or
The impact of voice technology isn’t limited to
service
75%
set a
customer engagement. Fifty-one percent of reminder
the workforce believes that voice assistants
will transform how they work, and 38%
report that they already use one during 61%
sent an 73%
their workday. email sent a text
message
61%
taken a
69%
booked a
memo calendar
*
“State of Service,” Salesforce Research, March 2019. event
See page 50 for additional data segmentations. Salesforce Research02 New Expectations Shift the Digital 18
State of the Connected Customer
Transformation Playbook
The next technology to normalize as part of Connected Devices Power Customer Engagement
everyday life may be increasingly ubiquitous
connected devices — such as smart speakers,
fitness trackers, smart thermostats, and
countless other examples — that are collectively
referred to as the Internet of Things (IoT). Millennials/Gen Zers Millennials/Gen Zers
Today, more than three-quarters of customers Gen Xers Gen Xers
have at least one connected device, and their Silents/Baby Boomers Silents/Baby Boomers
influence on expectations is increasing.
82%
65% of customers say connected
devices have transformed or are transforming
their expectations of companies — up from
80%
76%
of customers use
connected devices
53%
of customers want
more connections
60% in 2018.
between their devices
64%
With use cases and impacts as diverse as their 37%
form factors, consumers and business buyers
61% 56%
alike have come to rely on connected devices in
a variety of ways. Seventy-seven percent of
users say connected devices make their lives
easier. Particularly among Gen Xers and
millennials/Gen Zers, customers crave more
connectivity between their devices.
See page 51 for additional data segmentations.
Salesforce Research03 Trust Becomes More Important, Yet More Elusive 19
State of the Connected Customer
In last year’s report, we explored a growing crisis Earning Customer Trust Is a Multifaceted Pursuit
of trust as questionable business practices and
related scandals made headlines. Since then,
the topic has become even more relevant.
Customers Who Strongly Associate the Following with Trust
73% of customers say trust in companies
matters more than it did a year ago.
Honesty 82%
Now, customers are even more more selective
78%
than they once were in which brands they trust.
Fifty-four percent of customers say it’s
harder than ever for a company to earn
61% Authenticity
Security
their trust.
A company’s trustworthiness is inextricably
tied to its bottom line. Eighty-nine percent
of customers are more loyal to companies
61% Confidence Reliability 76%
they trust, and 65% have stopped buying
from companies that did something they
consider distrustful.
Honesty is the best policy for earning customer
64% Ethics
Privacy 75%
trust. And while security and reliability serve as
baseline indicators of trustworthiness, other
factors such as transparency, ethics, and
authenticity come in striking distance.
70% Transparency
See pages 52 through 56 for additional data segmentations. Salesforce Research03 Trust Becomes More Important, Yet More Elusive 20
State of the Connected Customer
More devices, more channels, and more Lax Security Hurts Trust and Sales
customer data have elevated customer
engagement and created new ways for
companies to differentiate. In some cases,
however, they’ve introduced vulnerabilities
and anxieties. 41%
of customers don’t believe companies care about the security of their data.
46% of customers feel they’ve lost
control over their own data.
84%
Distrust has become so prevalent that a
significant number of customers now view
companies as indifferent to the matter. Security
has always been important, and customers of customers are more loyal to companies with strong security controls.
treat it as a standard requirement for doing
business. Eighty-four percent of customers
are more loyal to companies that have
strong security controls.
See pages 52 and 54 for additional data segmentations.
Salesforce Research03 Trust Becomes More Important, Yet More Elusive 21
State of the Connected Customer
Security is just one part of the trust equation Customers Seek Value in Exchange for Their Data
as data – and lots of it – increasingly fuels
elevated experiences. Customers need to
17% 58%
know that their data is not only safe, but
being used legitimately.
disagree agree
When applied for their benefit, the majority of
customers are comfortable with this data-value
exchange. The problem is, with so many
I'm comfortable with
opaque or complex privacy policies, many
25%
customers are confused about how their data is relevant personal
used in the first place, let alone whether or information being
not that use helps or harms them. neutral
used in a transparent
and beneficial manner
63% of customers say most companies
aren’t transparent about how their data is used.
Businesses that articulate how their data is –
and isn’t – used gain a selling point. Seventy-
eight percent of customers are more loyal to
companies that are transparent about how
72% 63%
their data is used. That nearly half of of customers would stop buying from a company/ of customers say most companies aren't
customers have abandoned companies over using a service due to privacy concerns. transparent about how their data is used.
privacy concerns – along with laws such as the
European Union’s General Data Protection
Regulation (GDPR) – provides additional
incentive for transparency. 48% 54%
of customers have stopped buying from a company/ of customers say most companies don't use
using a service due to privacy concerns. their data in a way that benefits them.
See pages 52 and 54 for additional data segmentations. Salesforce Research04 Corporate Values Sway Buying Decisions 22
State of the Connected Customer
A company’s ethics are becoming more Values Can Make or Break Customer Relationships
important as customers gain awareness of
business practices, and privacy policies are
just the tip of the iceberg. Increasingly, the
principles that a company stands for factor
into decisions of whether or not to buy from
80% 68%
a company.
73% of customers say a company’s
ethics matter more than they did a year ago.
of customers are
more loyal to companies
with good ethics
of customers won’t
buy from companies
with poor ethics
Over two-thirds of customers refuse to buy
from companies with poor ethics. In the Fourth
Industrial Revolution, technology and ethics are
intertwined, as customers recognize that how It’s Up to Companies to Use Technology for Good
emerging technologies like AI are used – rather
than the technologies themselves – will
influence the trajectory of society.
71%
of customers believe
emerging technology
88%
of customers believe
companies are responsible
can make the world for ensuring they use
a better place technology ethically
See pages 57 and 58 for additional data segmentations. Salesforce Research04 Corporate Values Sway Buying Decisions 23
State of the Connected Customer
A key aspect of the ethics of technology is the Customers Look to Companies to Step Up for Equality
distribution of its benefits among all people.
Like with the industrial and digital revolutions
that preceded it, the Fourth Industrial
Revolution provides more opportunity, but also Customers Who Say the Following
shifts in-demand skills. More than half of
customers are concerned about equal
opportunity as technology advances. I want companies to advocate for equal rights 76%
Over three-quarters of customers think I'm more loyal to companies that value equality 73%
companies are responsible for ensuring that
everyone has a fair shot at technology-driven I expect companies to clearly state their
opportunities. A separate study found an position on equal rights 71%
overwhelming share of people want companies I won’t buy from companies that
to prepare their existing and future workforces don’t value equality 55%
for new careers as technology evolves.*
Views on equal access to technology-driven
opportunities are an example of a broader Equal Opportunity Is Top of Mind as Technology Advances
trend: the rising importance of a company’s
stance on equal rights.
71% of customers expect companies to
clearly state their position on equal rights. 77% 67% 56%
of customers think of customers think of customers are worried
companies are responsible emerging technology will about equal opportunity as
for ensuring equal access provide opportunity to technology advances
to technology-driven more people
opportunities
*
“Ethical Leadership and Business,” Salesforce Research, February 2019.
See pages 57 and 58 for additional data segmentations. Salesforce Research04 Corporate Values Sway Buying Decisions 24
State of the Connected Customer
Shareholder interest is the guiding light of Corporate Responsibility Factors into the Path to Purchase
business. But customers expect companies to
consider a broader set of stakeholders who may
or may not benefit financially.
For instance, companies benefit a great deal Millennials/Gen Zers Millennials/Gen Zers
from the communities where they do business, Gen Xers Gen Xers
be it from local talent pools, civic infrastructure, Silents/Baby Boomers Silents/Baby Boomers
or other resources. The majority of customers
believe this relationship should be mutually
56% 65%
beneficial, and seek to buy from companies
that give back. Seventy-six percent of
customers think companies are responsible
for giving back to the communities where of customers actively of customers actively
they do business. seek to buy from seek to buy from
philanthropic companies environmentally
Weighing even more on customers’ minds is 70% sustainable companies
business’ role in tackling humanity’s greatest
challenge: climate change. Seventy-eight 64%
58%
percent of customers think companies are
61% 50%
responsible for taking steps to reduce 55%
climate change. The youngest generations,
who will experience the greatest effects, are the
most likely to shun companies that prioritize
short-term profits over the planet’s wellbeing.
74% of customers say a company’s
sustainability practices matter more than they
did a year ago.
Salesforce Research
See pages 57 and 58 for additional data segmentations.Last Look State of the Connected Customer 25
How Well Are Industries Engaging Customers?
Different industries evolve at different paces, As Some Sectors Elevate Engagement, Others Stagnate
and some — due to ingenuity, resources, lack
of regulation, or a myriad of other factors —
Customer Industry Rankings for Experience*
are able to adapt to changing standards of
engagement better than others. Bottom Ranking Industries Top Ranking Industries
for Experience for Experience
In a digital world, it may come as little
surprise that customers are far and away
Technology 8% 45%
most likely to include technology in their lists
of best industries for experience. Travel, Travel, transportation,
17% 35%
transportation, and hospitality — an industry and hospitality
with many businesses whose stated purpose
Retail 16% 34%
is to comfort its customers — also gets high
marks, as does an industry that has 15% 33%
Consumer goods
experienced its fair share of disruption: retail.
Healthcare 30% 29%
Customers are least impressed with the
experiences provided by governments — a Nonprofit 18% 22%
likely symptom of perennial funding
challenges — and are also unenthusiastic Financial services 39% 22%
about the experiences afforded by the
highly regulated financial services industry. Education 23% 21%
Another tightly regulated industry —
healthcare — gets mixed reviews, with nearly Media and
33% 21%
communications
the same share of customers naming it as
one of the best industries as those naming Manufacturing 19% 15%
it one of the worst.
Automotive 21% 14%
Government 60% 9%
Salesforce Research
See pages 59 and 60 for additional data segmentations. * Respondents were asked to rank the top three and bottom three industries by experience.State of the Connected Customer 26
Country Profiles
Please keep in mind that cultural bias
impacts survey results across countries.
Salesforce ResearchCountry Profile State of the Connected Customer 27
Australia/New Zealand (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
68%
I use a connected device
82%
82%
of customers expect
63%
companies to use new
66%
of customers
60%
of customers say it
54%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
54%
expect connected generally feels like they're companies need to 58%
experiences communicating with transform how they 46%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
46% I use every day
I'm open to the use of AI to 47%
improve my experiences 32%
55% 13%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
66% 74%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 77% 41%
39%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 17% 44% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 52% 65% 66%
Mobile app 35% 9% 35% 55%
Corporate Values Sway Buying Decisions
Text/SMS 29% 18%
31%
35% I believe a company’s ethics matter
more than they did a year ago
I won’t buy from companies
that don’t value equality
Online communities
(i.e., forums) 25% 6% 25% 39%
77%
I actively seek to buy from
55%
I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 16% 1% 19%
23%
philanthropic companies
52%
environmentally sustainable companies
64%
Salesforce ResearchCountry Profile State of the Connected Customer 28
Canada (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
64%
I use a connected device
74%
71%
of customers expect
55%
companies to use new
57%
of customers
53%
of customers say it
43%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
44%
expect connected generally feels like they're companies need to 47%
experiences communicating with transform how they 36%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
35% I use every day
I'm open to the use of AI to 39%
improve my experiences 27%
43% 14%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
60% 70%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 66% 32%
33%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 19% 34% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 45% 58% 64%
Mobile app 25% 10% 26%
38%
Corporate Values Sway Buying Decisions
Text/SMS 20% 10% 19%
29% I believe a company’s ethics matter
more than they did a year ago
I won’t buy from companies
that don’t value equality
Online communities
(i.e., forums) 14% 3% 14%
25%
64%
I actively seek to buy from
50%
I actively seek to buy from
9%
3%
Voice assistants 7% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 16% 46% 52%
Salesforce ResearchCountry Profile State of the Connected Customer 29
France (540 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
69%
I use a connected device
80%
69%
of customers expect
45%
companies to use new
57%
of customers
59%
of customers say it
50%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
51%
expect connected generally feels like they're companies need to 44%
experiences communicating with transform how they 49%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
40% I use every day
I'm open to the use of AI to 39%
improve my experiences 20%
55% 14%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
59% 66%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 66% 46%
36%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 34% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 31% 40% 64% 66%
Mobile app 28% 19%
23%
35%
Corporate Values Sway Buying Decisions
Text/SMS 24% 23%
24%
25% I believe a company’s ethics matter
more than they did a year ago
I won’t buy from companies
that don’t value equality
Online communities
(i.e., forums) 16% 11% 12%
21%
66%
I actively seek to buy from
46%
I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 8% 6%
9%
philanthropic companies
48%
environmentally sustainable companies
63%
Salesforce ResearchCountry Profile State of the Connected Customer 30
Germany (536 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
58%
I use a connected device
78%
72%
of customers expect
48%
companies to use new
57%
of customers
51%
of customers say it
39%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
46%
expect connected generally feels like they're companies need to 39%
experiences communicating with transform how they 34%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
52% I use every day
I'm open to the use of AI to 49%
improve my experiences 33%
46% 21%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
46% 59%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 72% 47%
29%
I have stopped buying from a company I believe most companies aren’t
15% 33% that did something distrustful transparent about how they use my data
Mobile app 38% 48% 58%
Online chat/live support
(e.g., popup windows on website) 28% 15% 28%
38% Corporate Values Sway Buying Decisions
Online communities
(i.e., forums) 20% 10% 20%
27% I believe a company’s ethics matter
more than they did a year ago
I won’t buy from companies
that don’t value equality
Text/SMS 18% 12% 18%
24%
69%
I actively seek to buy from
42%
I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 12% 8% 10%
17%
philanthropic companies
34%
environmentally sustainable companies
58%
Salesforce ResearchCountry Profile State of the Connected Customer 31
Hong Kong (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
80%
I use a connected device
97%
96%
of customers expect
95%
companies to use new
77%
of customers
66%
of customers say it
70%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
57%
expect connected generally feels like they're companies need to 60%
experiences communicating with transform how they 59%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
56% I use every day
I'm open to the use of AI to 60%
improve my experiences 48%
70% 39%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
78% 75%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 72% 45%
57%
I have stopped buying from a company I believe most companies aren’t
51% 67% that did something distrustful transparent about how they use my data
Mobile app 49% 59% 68%
Online chat/live support
(e.g., popup windows on website) 46% 37%
40% 57%
Corporate Values Sway Buying Decisions
37%
40%
Text/SMS 32% I believe a company’s ethics matter I won’t buy from companies
more than they did a year ago that don’t value equality
35%
Online communities 35%
34% 73% 57%
(i.e., forums)
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 29% 27%
30%
philanthropic companies
71%
environmentally sustainable companies
71%
Salesforce ResearchCountry Profile State of the Connected Customer 32
India (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
92%
I use a connected device
90%
93%
of customers expect
89%
companies to use new
92%
of customers
75%
of customers say it
85%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
90%
expect connected generally feels like they're companies need to 92%
experiences communicating with transform how they 91%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
90% I use every day
I'm open to the use of AI to 72%
improve my experiences 76%
90% 74%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
86% 89%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 88% 51%
86%
I have stopped buying from a company I believe most companies aren’t
85% 89% that did something distrustful transparent about how they use my data
Mobile app 80% 70% 71%
Online chat/live support
(e.g., popup windows on website) 82% 77%
81%
86%
Corporate Values Sway Buying Decisions
Online communities
(i.e., forums) 72% 54% 73%
75% I believe a company’s ethics matter I won’t buy from companies
70%
71% more than they did a year ago that don’t value equality
Voice assistants
87% 69%
(e.g., Siri, Alexa) 67%
I actively seek to buy from I actively seek to buy from
Text/SMS 65% 58%
68%
71%
philanthropic companies
82%
environmentally sustainable companies
87%
Salesforce ResearchCountry Profile State of the Connected Customer 33
Italy (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
81%
I use a connected device
87%
88%
of customers expect
76%
companies to use new
70%
of customers
54%
of customers say it
52%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
61%
expect connected generally feels like they're companies need to 63%
experiences communicating with transform how they 56%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
54% I use every day
I'm open to the use of AI to 44%
improve my experiences 37%
63% 24%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
59% 74%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 71% 36%
52%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 51% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 37% 64% 62% 51%
Mobile app 40% 30%
32%
55%
Corporate Values Sway Buying Decisions
Online communities
(i.e., forums) 27% 22%
26%
32% I believe a company’s ethics matter I won’t buy from companies
23%
more than they did a year ago that don’t value equality
20%
17% 34% 71% 63%
Text/SMS
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 19% 16%
20%
21%
philanthropic companies
54%
environmentally sustainable companies
75%
Salesforce ResearchCountry Profile State of the Connected Customer 34
Japan (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
71%
I use a connected device
21%
26%
of customers expect
21%
companies to use new
58%
of customers
54%
of customers say it
35%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
55%
expect connected generally feels like they're companies need to 53%
experiences communicating with transform how they 49%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
59% I use every day
I'm open to the use of AI to 28%
improve my experiences 29%
55% 22%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
73% 55%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 74% 42%
27%
I have stopped buying from a company I believe most companies aren’t
16% 27% that did something distrustful transparent about how they use my data
Mobile app 39% 69% 64%
Text/SMS 24% 16% 27%
28%
Corporate Values Sway Buying Decisions
Online communities
(e.g., forums) 19% 11% 21%
25% I believe a company’s ethics matter I won’t buy from companies
18%
more than they did a year ago that don’t value equality
Online chat/live support 11% 20% 74% 57%
(e.g., popup windows on website) 24%
I actively seek to buy from I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 13% 11% 14%
15%
philanthropic companies
56%
environmentally sustainable companies
56%
Salesforce ResearchCountry Profile State of the Connected Customer 35
Singapore (535 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
82%
I use a connected device
85%
86%
of customers expect
84%
companies to use new
78%
of customers
66%
of customers say it
70%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
48%
expect connected generally feels like they're companies need to 57%
experiences communicating with transform how they 58%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
63% I use every day
I'm open to the use of AI to 56%
improve my experiences 53%
75% 41%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
76% 71%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 81% 44%
56%
I have stopped buying from a company I believe most companies aren’t
59% that did something distrustful transparent about how they use my data
Mobile app 47% 60% 73% 74%
Online chat/live support
(e.g., popup windows on website) 56% 42%
60%
62% Corporate Values Sway Buying Decisions
Text/SMS 41% 39%
42%
44% I believe a company’s ethics matter
more than they did a year ago
I won’t buy from companies
that don’t value equality
Online communities
(i.e., forums) 40% 30%
42%
45%
77%
I actively seek to buy from
50%
I actively seek to buy from
Voice assistants
(e.g., Siri, Alexa) 30% 25%
29%
35%
philanthropic companies
56%
environmentally sustainable companies
64%
Salesforce ResearchCountry Profile State of the Connected Customer 36
Spain (536 customers)
Extraordinary Experiences Raise the Bar for Customer Engagement New Expectations Shift the Digital Transformation Playbook
All Customers Millennials/Gen Zers Gen Xers Silents/Baby Boomers
84%
I use a connected device
83%
79%
of customers expect
76%
companies to use new
70%
of customers
61%
of customers say it
49%
of customers say
technologies to create
better experiences I view voice assistants as revolutionary
67%
expect connected generally feels like they're companies need to 66%
experiences communicating with transform how they 60%
separate departments, engage with them I trust companies to use AI in a
not one company way that benefits me I can think of an example of AI
60% I use every day
I'm open to the use of AI to 31%
improve my experiences 15%
65% 10%
I would rather use self-service for I expect companies to communicate
90% questions/issues
simple with me in real time
57% 77%
Trust Becomes More Important, Yet More Elusive
I believe trust in companies matters I don’t believe companies care
more than it did a year ago about the security of my data
Customers Who List the Following as Preferred Channels 68% 39%
36%
I have stopped buying from a company I believe most companies aren’t
Online chat/live support 30% 48% that did something distrustful transparent about how they use my data
(e.g., popup windows on website) 26% 73% 59%
Mobile app 30% 19%
24% 44%
Corporate Values Sway Buying Decisions
Online communities
(i.e., forums) 18% 11% 14%
25% I believe a company’s ethics matter I won’t buy from companies
11%
more than they did a year ago that don’t value equality
9% 11%
72% 63%
Text/SMS 12%
I actively seek to buy from I actively seek to buy from
7%
4%
Voice assistants 5% philanthropic companies environmentally sustainable companies
(e.g., Siri, Alexa) 11% 52% 65%
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