How Customers Use Mobile Phones In-store

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

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

Customers Push Companies to Do Better

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%