By definition, customer expectations are any set of behaviors or actions that individuals anticipate when interacting with a company. Historically, customers have expected basics like quality service and fair pricing — but modern customers have much higher expectations, such as proactive service, personalized interactions, and connected experiences across digital channels. Show
To better understand how customer expectations are changing, Salesforce Research surveyed 15,600 consumers and business buyers globally. In this research, “customers” is an aggregate of both consumer and business buyer responses. These findings, published in the fourth edition of the “State of the Connected Customer” report, give an in-depth look at:
For starters, the research found that 80% of customers now consider the experience a company provides to be as important as its products and services. As disruptive companies leverage breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalized, valuable, and immediate experiences, customers have more choices than ever. As a result, they grow to expect this superior experience from any business they engage with. 66% of customers expect companies to understand their needs and expectations Source: "State of the Connected Customer," October 2020. The research shows that understanding customers’ needs — and exceeding their expectations — are becoming table stakes for businesses to compete. Here are four expectations that are changing the game for companies.
Read more about customer trust. In this era of exponentially disruptive technological change, products and services that are cutting edge one day are outdated the next. In this context, the experience a company offers is increasingly its differentiator. But the scope of customer experience is changing, too. To win hearts and wallets, companies must not only deliver amazing marketing, sales, ecommerce, and service interactions, but also prove that they have the customers’ best interests in mind. Customers expect a lot from companies, and their standards are being elevated as they interact with various sectors. The result is that businesses must look beyond their own industry to understand the benchmarks they are being evaluated against. 62% of customers say their experiences with one industry influence their expectations of others Source: "State of the Connected Customer," October 2020. Customers’ expectations for empathetic, personalized, and digital-first engagement don’t stop when they go to work. Much like consumers, business buyers see a gap between the standards that have been set and the reality they experience. Put simply, it pays to provide great customer experiences. In fact, 91% of those polled say they're more likely to make a repeat purchase after a positive experience, and 71% say they’ve made a purchase decision based on experience quality. Under what approach does the organization work to meet the environmental?With the stakeholder green management approach, the organization works to meet the environmental demands of multiple stakeholders: employees, suppliers, or community.
Under what approach is the organization driven to look for ways to respect and preserve the earth and its natural resources group of answer choices?Social Responsibility:
Social responsibility includes a firm's initiatives for the benefit of the society or environment. Firms often indulge in social responsibility activities by considering the impact of their business activities on nature and realizing their obligation toward the environment.
Which of the following approaches toward environmental issues exhibits the highest degree of environmental sensitivity and is a good illustration of social responsibility?The correct option is D) activist approach. Option D is correct because the activist approach includes the moral value of business towards the society, such as going green which is good for the environment.
Which of the following is an obligation that organizations have to the public that goes beyond the law and profit making?Social responsibility is defined as a business's intention, beyond its legal and economic obligations, to do the right things and act in ways that are good for society. A socially responsible organization does what is right because it feels it has an ethical responsibility to do so.
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What approach deals with an organization changing its interaction with the environment because of the preferences of its customers?
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