Hang up the phone, travelers want a connected experience

Anyone sick of hearing that customer expectations have changed and travel companies need to up their game might want to consider the findings of a survey from Salesforce. The company gleaned insights from more than 8,000 consumers across destinations including Canada, France, Germany, India, U.S. and the U.K. for its State of the Connected Customer study. The research finds that 73% of customers say one extraordinary experience raises their expectations of other companies. An even greater proportion, 84%, say the experience provided by a company is as important as the products and services.

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