Build trust is intrinsically

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Changing customer expectations provide businesses with the opportunity to get closer to the audiences they serve through their actions. How are they performing? What do they think about issues outside their specific industry? Ninety percent of customers say a company's performance during a crisis reveals its trustworthiness. This year, 56% of customers said they have re-evaluated their company’s role in society. Customers want to see brands prove they care about more than just surviving the pandemic and other crises. They want to see good corporate citizens contributing to the communities they serve.

A company's ability to build trust is intrinsically linked to its values. Customers Azerbaijan WhatsApp Number List expect brands to share their values and communicate honestly and openly. Brands that don't do the right thing risk taking a hit to their profits. Consumers will take their business elsewhere. A majority (62%) of customers say they have stopped buying from companies whose values do not align with their own.

“71% of customers are more concerned about corporate values than a year ago”

Fourth Edition, The State of the Connected Customer
  


Empathetic, united teams build differentiated engagement
Whether customers are shopping for themselves or on behalf of a company, they expect their interactions with brands to be not only convenient and digital, but also filled with empathy and understanding. Not surprisingly, our survey results show that customers expect organizations to meet their specific needs and expectations at every touchpoint. They make purchasing decisions based on personalized experiences.

"76% of customers expect consistent interactions across departments. However, 54% of respondents said there is an overall feeling that sales, service and marketing departments do not share information."

Fourth Edition, The State of the Connected Customer

This is a critical time for companies to understand their audiences and understand what they are experiencing. Brands that understand this and truly invest in appreciating their customers’ diverse perspectives can gain a competitive advantage by delivering connected and contextualized engagement. While 66% of customers expect companies to understand their individual needs and expectations, only 34% said they typically do so. Additionally, more than half (52%) of customers expect offers to always be personalized.