With more choice, more access to information, and less incentive to be loyal, today’s customers are firmly in control of their relationships with companies. Understanding today’s customer has become increasingly difficult — both for advertisers using radio and TV and for the broadcasters themselves. That’s why Salesforce developed its “State of the Connected Customer” report, and its second edition is now out.
RBR+TVBR took a look at the report, and there could be some valuable insights for radio and TV on the ever-changing landscape of customers’ expectations, the emerging technologies influencing these expectations, and the role trust plays in the customer experience.
