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SurveyMonkey CEO Zander Lurie's Web Summit 2018 keynote presentation.
Right now, we are at a fascinating crossroads. There’s great technology at companies’ fingertips to market/sell/listen to their customers better, and at the same time entire industries like tech may be facing a trust crisis with lots of vocal customers expressing their negative opinions via multiple platforms that were made available to them. SurveyMonkey’s research shows that most customers stop doing business with a brand following a bad personal experience. Our surveys also show that 63 percent of consumers think marketers are selling them things they don’t need, and new platforms meant to connect, sometimes backfire (say, customers we’ve surveyed about social media and AI say they are creeped out by many of the new AI and social advertising technologies).
So, how did some of the major companies end up among the least-trusted while other brands are perceived as most caring by their customers? In the world where winning customer loyalty and trust is harder than ever, how can companies/brands find a delicate balance between technology and human emotion? Zander Lurie reveals SurveyMonkey’s new survey of over 3,000 consumers in the U.S., U.K, and Canada, as well as shares other SurveyMonkey data to show what it takes to earn—and keep—trust, and take your prospects, customers, and team, from happy to happier.
Learn more: https://www.surveymonkey.com/