Customer expectations are, by definition, all sorts of behaviors or actions people expect when interacting with a business. In the past, customers have expected fundamentals like good service and fair prices. However, modern customers have much higher expectations, such as personalized interactions, proactive service, and cross-channel experience.
To better comprehend the changes in customer expectations, Salesforce Research surveyed 6,700 consumers and commercial customers worldwide. In this study, "customers" are a summary of responses from consumers and business customers. These results, published in the second issue of the Connected Client Status Report, provide a detailed overview of: