80% of consumers report abandoning retailers after three bad experiences, Salesforce reports

New research from Salesforce reveals how changes in consumer behaviour is redefining the retail landscape. Short-term pandemic solutions — like curb side pickup and virtual styling — has changed what shoppers expect: there’s no room for bad experiences and the line continues to blur between physical and digital touchpoints.

Salesforce’s fourth edition of the Connected Shopper Report surveyed 1,600 global shoppers and 1,000 retail executives to find:

  • 80% of shoppers will abandon a retailer after three bad experiences.
  • The share of transactions across brand websites and apps, retailer websites and apps, and online marketplaces each surged nearly 40% between 2019 and 2021 as shoppers embraced a range of digital channels to make purchases.
  • Millennials and Gen Z value exclusive access to products and experiences nearly two times more than Silents and Baby Boomers when it comes to loyalty programs.
  • The average retail organisation uses an estimated 44 different systems to manage customer experiences, which makes it difficult to deliver unified shopping experiences.
  • While 66% of customers expect companies to understand their unique needs and expectations, only 32% of retail executive respondents say their organisations have the ability to turn data into personalised prices, offers, and products in real-time.

The Connected Shopper Report is one of two retail announcements from Salesforce today, which is also announcing new innovations for its Consumer Goods Cloud platform. These include:

  • The new mobile offline retail execution app that enables field reps to complete store visit activities from their mobile device anywhere, anytime.
  • The new Trade Promotion Analytics capability enables brand leaders to measure the effectiveness of their trade spend and maximise promotional ROI.
  • The new Key Account and Promotion Planning capability allows account managers to maximise the effectiveness of their trade spend by efficiently managing customer business plans and budgets.