New evidence suggests that 82% of business buyers want the same experience as when they’re buying for themselves 1.
According to a study by Salesforce Research 1, business buyers’ expectations are even higher than those of private consumers in relation to:
We’re all becoming used to services that are more personalised, proactive, real-time and rewarding because we experience these qualities every day when encountering leading brands in retail, hospitality, travel and banking, for instance.
We’ve come to expect our interactions to be seamlessly joined-up across all of the touchpoints, whether online or instore, in person or assisted by AI.
As more companies focus on customer experience, so their staff become more attuned to what’s possible and what good looks like, and a heightened expectation is transitioning into the workplace.
Whilst the B2C experience is well established as a competitive battleground, B2B and B2Employee experiences are now also firmly in the spotlight.
The Salesforce Research study 1 also revealed that:
More mature organisations, that have realised the value of designing more remarkable and compelling customer experiences, are now applying design-led approaches to improve their business processes and interdepartmental services.
They are also using service design methodologies to interrogate, map and redesign the complex business ecosystems in which they operate, identifying and unlocking opportunities to introduce new services, optimise existing offers, generate benefits for the interconnected contributors and have a positive impact on the end-customer.
If you’d like to find out more, do get in touch. We’d love to hear from you.
1 The State of the Connected Customer – Salesforce Research, 2018