Salesforce presents State of Connected Customer 2020 research

[nusratjahan]

Salesforce presents the results of the fourth edition of the State of the Connected Customer survey . Empathetic, personalized, engaging, and above all, digital are increasingly the most important adjectives consumers attribute to their relationships with companies. Added to these are the increasingly important role companies play within society, and for this reason, the notion of stakeholder capitalism is increasingly being considered in purchasing decisions.

“ Regardless of the products they sell or the services they provide, companies are operating in a landscape they could not have imagined at the beginning of this year, ” said buy bulk sms service Andrea Buffoni, Regional Vice President of Salesforce Marketing Cloud . “ The dramatic shift to digital channels isn't the only challenge companies face; they also need to listen and respond to customer requests with empathy and understanding, with innovative products and services, and fundamentally rethink their role in society. Connecting customers across multiple touchpoints—digital or otherwise—to gain a holistic understanding is the first step on the path to greater resilience and significant growth for companies .”

The survey was conducted globally, collecting information from over 15,000 consumers (650 in Italy) and corporate purchasing managers from 27 countries, and breaks down the results into four generations of consumers: Baby Boomers, Generation X, Millennials, and Gen Z.

New to this year’s report is interactive data by country and generation available on Tableau , with a specific focus on the impact COVID-19 has had on consumers and purchasing decision makers.