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Home /
Report
Salesforce: State of the Connected Customer 2022
Insights from 13,000+ consumers and nearly 4,000 business buyers worldwide.
Publish year:
2022
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Report's Top Statistics
85% of customers expect consistent interactions across departments.
Salesforce: State of the Connected Customer 2022
Customer service
56% percent of customers expect all offers to be personalized.
Salesforce: State of the Connected Customer 2022
Marketing
61% of consumers are comfortable with companies using relevant personal information transparently and beneficially.
Salesforce: State of the Connected Customer 2022
Marketing
73% of customers expect companies to understand their unique needs and expectations.
Salesforce: State of the Connected Customer 2022
Customer service
53% of customers prefer to purchase online vs. instore
Salesforce: State of the Connected Customer 2022
Marketing
88% of customers say the experience a company provides is as important as its products or services
Salesforce: State of the Connected Customer 2022
Customer service
66% of customers have ceased buying from companies whose values didn’t align with their own.
Salesforce: State of the Connected Customer 2022
Marketing
78% of customer purchasing decisions are swayed by environmental practices.
Salesforce: State of the Connected Customer 2022
E-commerce
75% of customers trust companies to act with the customer's best interests in mind.
Salesforce: State of the Connected Customer 2022
Customer service
68% of customers trust companies to act with society’s best interest in mind.
Salesforce: State of the Connected Customer 2022
Customer service
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