The Evolution of B2B CX: Stats That Show How Customer Experience Has Changed Over Time

The Evolution of B2B CX: Stats That Show How Customer Experience Has Changed Over Time

The customer experience (CX) is an essential element of any business, regardless of whether it’s a B2B or B2C business. In recent years, B2B CX has undergone significant changes, as the expectations of customers have evolved. In this blog post, we’ll explore some statistics that show how B2B CX has changed and what businesses can do to keep up with these changes.

Personalization is Key

According to a study by Salesforce, 72% of B2B customers expect personalized experiences. This means that businesses need to understand their customers’ needs, preferences, and pain points to deliver relevant and personalized experiences. Personalization can be achieved through data analysis, customer feedback, and by leveraging technology like AI and machine learning.

The Importance of Self-Service

Self-service has become an essential element of B2B CX, with 91% of B2B buyers preferring self-service over speaking to a sales representative. This means that businesses need to invest in self-service options, like knowledge bases, FAQs, and techy solutions, to provide their customers with the information they need without having to speak to a representative.

The Rise of Mobile

Mobile devices have become a crucial part of the B2B buying process, with 70% of B2B buyers using mobile devices to research products and services. This means that businesses need to ensure their websites and applications are mobile-friendly, responsive, and provide a seamless experience across all devices.

The Growing Importance of Customer Feedback

Customer feedback has become increasingly important in B2B CX, with 89% of B2B decision-makers using customer feedback to inform their purchasing decisions. This means that businesses need to actively collect and analyze customer feedback to improve their products, services, and overall customer experience.

The Need for Omnichannel Support

B2B customers expect to be able to communicate with businesses through multiple channels, including email, phone, chat, social media, and more. For instance, B2B customers reported that they use email for formal communication, phone for urgent inquiries, chat for quick questions, and social media for research and networking.

This means that businesses need to provide omnichannel support to ensure that customers can communicate through their preferred channels and receive consistent experiences across all channels.

The Importance of Customer Success

According to a study conducted by Gainsight, customer success has become a critical component of B2B CX, with 80% of B2B buyers saying that customer success teams are critical to their purchase decisions. This means that businesses need to invest in customer success teams to ensure that their customers are successful in using their products and services. B2B buyers also reported that they prefer to work with vendors who have a strong focus on customer success and who are committed to their long-term success.

In conclusion

B2B CX has undergone significant changes in recent years, driven by evolving customer expectations. Businesses that want to stay ahead of the curve need to invest in personalization, self-service, mobile-friendliness, customer feedback, omnichannel support, and customer success. By keeping up with these changes, businesses can provide better customer experiences, improve customer satisfaction and loyalty, and increase revenue.

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