According to a study conducted with almost australia telemarketing list seven thousand consumers from fifteen different countries (including Brazil) by Salesforce, released in 2018, the “State of the Connected Customer” report, no less than 80% of customers worldwide and 89% of Brazilian consumers consider the shopping experience provided by companies to be as important as the quality of their products or services. For 94% of Brazilians interviewed, one of the main factors of satisfaction is being treated as individuals, and not as numbers. It is no surprise that 57% of those interviewed said they would stop buying from a brand to favor a competitor that offers better customer service.
The fact is that, as time passes, consumers value personalized consumer experiences more, based, among other aspects, on the trust established with brands, generating loyalty – according to the aforementioned research, 94% of participants confessed to being more likely to be loyal to companies they trust.
Technology is a powerful ally when it comes to improving customer service. In most cases, it means greater fluidity in contact with customers, making communication faster and more effective, as long as there is a real concern about offering security regarding the personal data exchanged, in addition to making it very clear how that information will be used by the company – 62% of the almost seven thousand interviewees said they feared this type of security more in 2018 than in 2016 and 45% of them did not know exactly how brands handle their personal data. By taking the necessary precautions, innovations such as facial identification and the internet of things can be explored to improve or implement the online sales system, and even neuroscience concepts can be applied to increase target audience satisfaction.
