Remember the good old days of shopping through the Sears Catalogue?
Well that ended 15 years ago!
Today we can order almost anything by simply talking into a device.
At the speed of light, technology is raising consumer's standards and there's no looking back.
Needless to say, today's customers and business buyers are expecting a lot from companies, but many don’t have faith in those companies to deliver.
Ethics reporting and case management technology with the most positive customer experience on the market.
Not every business is going to give consumers the 'Amazon experience'. Because businesses vary vastly in their offerings and how those offerings are delivered.
However, that doesn't mean companies can't deliver out of this world experiences to consumers and business buyers.
Salesforce recently released their State of the Connected Consumer report, which gathered insights from over 6,700 consumers and business buyers, and showcases their feelings on experience, technology, and trust in companies!
Bottom line - consumer experience is important.
In the report, half of customers said most companies fall short of their expectations for a great experience.
In fact, 82% of business buyers want the same experience as when they’re buying for themselves.
Well obviously. Business buyers also have personal lives as consumers - and their expectations as consumers have seeped into their professional world.
To win the business, companies must not only deliver amazing marketing, sales, and service interactions, but they must also prove that they have the customers’ best interests in mind.
For businesses and consumers, there’s more focus than ever (80%) on going beyond the expected product or service, to deliver a customer experience that truly differentiates.
The report found that trust (95%) increases loyalty. And more respondents (67%) say their standard for good experiences are higher than ever before. Customers (80%) say the experience a company provides is as important as its products and services.
And... 76% of customers say it’s easier than ever to take their business elsewhere.
Consumers are willing to punish companies for negative experiences, and even end their relationship with a company entirely.
Well on that note...
The reality, technology is, first and foremost, tools made by people for people.
Our take on consumer experience means delivering intuitive ethics reporting and case management technology and driving the consumer's experience in the most humanly way possible. It's something we are dedicated to achieving.
People want to be treated like humans, not case numbers. They don't want to wait three weeks for a simple question to be answered.