customers experience

I recently got my hands on a copy of Salesforce’s latest State of the Connected Customer report, which captures customers’ thoughts from midway through 2020 and, ultimately, the pandemic and other societal crises during the year. At this point, the key findings are probably not a surprise to read, but the details and stats behind them are interesting, nonetheless.

Key findings include:

I originally wrote today’s post for GetFeedback. It appeared on their site on July 25, 2020.

I originally wrote today's post for CallidusCloudCX. It appeared on their blog on March 24, 2017.

There's a lot of talk about improving the customer experience.

And there's a lot of talk about using surveys to listen to customers so that we know where we need to improve the experience.