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Source: State of the Connected Customer, Salesforce Research
Published: June 2018

How Customers Use Mobile Phones In-Store

Circulated: January 04, 2019

  • 80% of customers say the experience a company provides is as important as its products and services.
  • 95% of customers say they are more likely to be loyal to a company they trust.
  • 71% of shoppers use a mobile device in-store to do at least one educational or research activity, up from 56% in 2017.
  • Percentage of shoppers using mobile in-stores for these activities:
    - Buy — 16%
    - Research — 22%
    Compare prices — 36%

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