According to recent research by Salesforce, 57 percent of B2B buyers said they would take their business elsewhere if brands do not meet their needs. The “State of the Connected Customer” report looked at both B2B and B2C customer expectations as the result of mobile and found that buyers are becoming increasingly demanding.
In fact, 75 percent of respondents expect companies to provide a consistent experience across all touchpoints. In keeping with the theme of continuity, 87 percent of respondent expect the same level of service every time they interact with a brand.
Technology is a must moving forward, as 57 percent of buyers request that companies provide customer service via virtual reality by 2020. Also in the next four years, 55 percent of business buyers expect brands to use artificial intelligence to automatically process orders and recommend products based on their preferences.
“In our mobile, connected age, customer expectations are skyrocketing and any company that wants to compete needs to be completely customer-centric,” said Guillaume Roques, VP Marketing, EMEA at Salesforce. “As customers become even more demanding, technologies like AI and predictive intelligence will be increasingly important for companies looking to keep a step ahead and maintain customer satisfaction and loyalty.”
Source: Fierce CMO