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Customer Expectations Push Brands to Do Better
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Customer Expectations Push Brands to Do Better

Tiffani Bova
Elevate, 2019
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Editorial Rating

7

Qualities

  • Innovative
  • Applicable
  • Overview

Recommendation

Consumers expect businesses to use technology in innovative ways that makes customers’ lives easier. If the experience is anything but easy, intuitive and seamless, you’ll lose your patrons to a more technologically savvy competitor. Yet figuring out how to navigate the myriad technological choices in the best interests of your clients remains quite challenging. According to Salesforce’s innovation evangelist Tiffani Bova, the solution lies in viewing potential technologies through the lenses of “experience, innovation, trust” and “values.”

Take-Aways

  • Four tenets – “experience, innovation, trust” and “values” – ought to inform a business’s decision to incorporate new technologies.
  • Customers recall their experience with a brand, product or service far longer than they recall the cost.
  • Use innovation judiciously to support your company’s overall strategy and to fulfill customer expectations.

About the Speaker

Tiffani Bova is the global customer growth and innovation specialist at Salesforce and author of Growth IQ.

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