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State of the Connected Customer

State of the Connected Customer

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Insights from 8,000+ consumers and business buyers on the intersection of experience, technology, and trust

SUMMARY

Read the interview with the report author Guntram Friede

This report on online consumers' expectations reveals that the majority of customers actively search for from innovative companies to buy from.

The study is based on a survey with more than 8,000 consumers and business buyers worldwide. The report inquired about corporate values and how these affect e-commerce customers' loyalty. 64% of customers believe that giving excellent customers experience has a positive impact on their loyalty. Consumers valued in second place a commitment to their success of satisfaction. Data guardianship ranks in third place as one of the most important corporate values for consumers.

More than three-quarters of customers expect businesses to understand their needs and expectations, the report notes. However, for 51% of customers, most firms do not meet their expectations for great experiences

The report explains that the average online shopper uses around ten channels to communicate with companies. It does not come with great surprise that millennials and Gen Zers are the most omnichannel generation. 

Besides, 67% of customers acknowledge the positives aspects that can come from AI, and a big share of them think that technology presents interesting opportunities for society. At the same time, customer trust is a different story as 31% of customers are wary of businesses’ use of new technologies. For that reason, educating consumers about the technology will be key in the future as business take a look at new ways to differentiate with AI.

Report download requires free registration on publisher’s website.

OUTLINE

Executive Summary

Customer Expectations Hit All-Time Highs 

page4image4160Companies Face a New Connected Mandate

Technology Sets New Benchmarks for Innovation

Customers Balance Personalization and Privacy Amid a Crisis of Trust

Last Look 

Country & Regional Profiles

Appendix 

Demographics 

DETAILS

Overview

Researchfinder Rating
5 out of 5 stars
Title
State of the Connected Customer
Sub-Title
Insights from 8,000+ consumers and business buyers on the intersection of experience, technology, and trust
Region
Global
Published
June 5, 2019
Publisher
Salesforce
Price
FREE
Language
ENGLISH

Content

Number of Pages
54
Number of Tables
34
Number of Exhibits
0
Topics
e-commerce
Tags
AI, ecommerce, ecommerce trends, global, online consumer needs, online payment, online shopping, online shopping behavior, Salesforce, security
Methodology
Survey with more than 8,000 consumers and business buyers from all over the world.
EVALUATION

The report provides ample evidence that consumers’ shifting expectations are forcing companies to transform their digital playbooks, backed by excellent empirical standard data that allows a global 360-degree view on consumer mindsets.

Positives:

  • Interesting data about consumers' expectations and experience
  • Well-structured
  • Nice layout
  • Understandable language
  • Great tables with data
  • Includes several detailed country profiles: United States, Australia, and New Zealand, Brazil, Canada, France, Germany, Hong Kong, India, Japan, Mexico, Netherlands, Nordics, Singapore, United Kingdom
  • Includes regional profiles: North America, Latin America, JAPAC, EMEA

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