What's up, everybody?
I'm Brian Tong,
your guide to all things Salesforce and this is Salesforce Explained.
It's a series where we talk Salesforce and technology
without the jargon or buzzwords.
And don't forget to subscribe and turn on your notifications
so you never miss an episode.
Today I'm sharing some info that will help you connect with your customers better.
And why?
Well, because it has never, ever, ever been more important than right now.
And I'm going to back that up with fresh stats from our sixth state
of the Connected customer report.
So let's dive in.
Now, first off,
let's talk about what this report is and why it can be helpful
when you think about connecting with your customers in new ways.
Today, your company is probably facing challenges
like digital transformation, life changing technology,
and especially customer expectations that are skyrocketing.
And with all that going on,
how are you supposed to figure out what your customers want?
Well, we all know the answer to that question is the key to success.
But it changes all the time.
So that's exactly why we put out our state of the connected customer report.
Now, this report is filled with data trends and key insights
that help you find out what matters most to your customers right now.
That way,
you can stay ahead of your competition and make data driven decisions.
So if you want to understand the current state of AI and customer expectations,
keep watching and make sure you read the full report linked in the description.
Okay. Now let's get to the good stuff.
What did customers have to say in this year's report?
There has been a massive change in how customers view their relationships
with brands.
And now more than ever, they're expecting
a connected, personalized and wow worthy experience.
And that experience plays a huge role in what they buy and who they buy from.
You know, 63% of customers switched brands at least once in the past year
with better deals,
better product quality and product availability being the top three reasons.
And get this, 80% say the experience the company provides
is just as important as its products and services.
So think about the brands that you actively avoid and why you avoid them.
You might be a customer because you have a dire need or limited options,
but that doesn't mean those brands are winning your loyalty.
And it sure doesn't mean that they're getting five star reviews
or recommendations.
I mean, there's a big difference
between selling to someone and building trusted relationships with them.
Their experiences are shaped by all the interactions that they have
with your brand, whether it’s seeing your ads interacting on social media,
chatting with your sales team or walking into a physical store.
So it's up to you to find ways to strengthen
customer relationships with every single interaction.
And this is where A.I.
data and CRM come in to be customer centric.
You need real time access
to all of your customer data, powerful analytics and trusted AI.
And this strategy lets you offer better customer experiences,
improves decision making, and helps you work smarter and faster.
Now AI can turn your customer data into insights
that will anticipate their needs.
And the faster you unlock these insights,
the quicker you can act on them and make experiences more personal.
So here's the thing, though.
The sixth state of the Connected customer report tells us that customers
don't feel like companies are at this level of awesomeness yet.
54% say most experiences fall short of what they know is possible,
and there's just not enough efficiency and consistency,
which stems from a company that isn't fully connected across departments.
Now, 48% of customers say it generally seems like
sales, service and marketing teams don't share information.
For example, in their mind, a service agent should know the details
of any recent e-commerce transaction they made and help accordingly.
And this is why we created Salesforce.
Customer 360 to fully connect to all of your departments
and give you a 360 degree view of your customers with your CRM.
And if you need a quick refresh on Customer 360,
I already left that link to the video in the description below.
So what happens if you're not providing a connected customer experience?
Well, you could lose trust and 92% of customers say that consistency
across touch points is important for building their trust in a company.
Now, this is also one of the many reasons that trust is
our number one value at Salesforce and why it should be yours too.
By approaching customer relationships
as a single business, they use their data safely and securely.
You can strengthen your connection and maintain their trust.
Okay.
Now I know what you're thinking right now.
Brian!
This is great and all, but what do I do with these findings?
Well, don't worry. You know, I got you.
So here are some ways that you can act on these insights right now.
First, give your business a customer first mindset.
Right.
Put them at the heart of every decision
and every conversation with the real time customer data in your CRM.
You can keep learning of what their needs are,
what's driving their decisions, and how they're feeling.
Second, let's get started with automation and AI.
Think about what business problems you want these tools to solve.
Then get your approach, technology and people ready for a change.
According to the state of the connected customer report, 53% of customers
believe generative AI will help companies serve them better.
So use it, right?
Use AI to personalize experiences, tailor offerings
and customize messaging for individual customers.
For example,
AI can suggest products or services
based on a customer's browsing or purchase history.
And at the same time, though, make sure you ground AI in trust.
When customers give you their data, they need to know that it'll be used
safely and responsibly and that it'll be worth it to them.
But 58% also say they're comfortable with companies
using relevant personal information in a transparent and beneficial manner.
And last but not least,
use AI to be more efficient by analyzing customer data.
AI can help companies predict their behavior and preferences,
which means that you can anticipate their needs and proactively offer solutions.
For example,
AI chat bots can provide 24/7 customer support by answering common questions
and resolving issues fast.
So this is the state of connected customer report.
It's pretty awesome, right?
I mean, these findings
prove that creating amazing experiences isn't a luxury anymore.
It's really an expectation.
And if you do it well, you'll be rewarded with customer loyalty, repeat business.
And hey, let's not forget those glowing reviews and recommendations.
Now, that's all for this episode of Salesforce Explained.
But there is so much more good stuff in this report.
To dive deeper,
Click the link on your screen to visit the free streaming service Salesforce Plus.
Hey, I also link the full report and more resources in the description.
Thanks so much for watching and I'll see you next time.