Most Poles expect companies to make digital solutions available faster

Global leader in CRM systems, Salesforce, has published the fourth edition of the State of the Connected Customer report, which shows that the prolonged crisis has affected all aspects of our lives. The way customers interact with companies has changed dramatically, and factors such as empathy, personalization, convenience, and digital transformation have become the key to good relationships between them. Customers are starting to perceive the role of business in society differently, and stakeholder capitalism has an increasing influence on their purchasing decisions.

“Mass migration to digital channels is not the only challenge facing company leaders. They also need to listen to customers and respond to their expectations, not only by offering innovative products and services, but also by showing empathy and understanding, and fundamentally changing the way they think about the role of business in society. Communicating with customers at various points of contact (through face-to-face meetings, digital channels, etc.) provides a holistic view of these interactions and is the first step to resilience and growth.” Vala Afshar, Salesforce Lead Digital Consultant.

According to the report, 90 percent of customers in Poland say that whether a company is trustworthy is evidenced by its conduct during the crisis. The key to standing out from the competition is to understand the needs of customers and provide them with convenient services. Meanwhile, 53 percent of Polish customers believe that sales, service, and marketing companies do not provide the information they need. As many as 72 percent of Polish customers say that after the outbreak of the Covid-19 pandemic, they have higher expectations of enterprises in terms of digital functions. As many as 90 percent of Polish customers also believe that the social role of business has changed.

(WBJ)