B2B Buyers' Customer Experience Expectations by Generation [CHART]
More than 8 in 10 business buyers want the same experience as when they’re buying for themselves, reveals Salesforce Research in its second annual State of the Connected Consumer report. The study indicates that the customer experience is hugely important to business buyers, 8 in 10 of whom say the experience a company provides is as important as its products and services.
Business buyers are growing to expect more of a consumer-like experience when making purchases for their business, according to the study. Consider that:
- Almost three-quarters of business buyers expect vendors to personalize engagement to their needs;
- More than two-thirds expect Amazon-like buying experiences; and
- Two-thirds have switched vendors for a more consumer-like experience.
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