Market trends causing a shift
In today’s B2B manufacturing market, quality of product and low price points are no longer enough to make companies stand out from the competition.
These crucial metrics are now being overtaken, in terms of importance, by the need for outstanding customer service and experiences with those products, tailored to the needs of the end users. This is evidenced by the revelation that 67% of consumers, and a staggering 74% of business buyers, say they will pay more for a great experience.
Customer service and customer experience are both issues which come into play in the ‘after-sales’ stage of the customer journey, which is a key success factor these days, and should now be a top priority for manufacturers. Here, we’ll explore why…