Seamless transactions and enhanced CX can boost B2B ecommerce purchases

New Ideas in MarketingEssential news for marketers, summarised by YouGov
December 22, 2021, 2:41 AM GMT+0

Many B2B organisations are facing challenges in delivering reliable online and offline purchase experiences.

With B2B buyers spending an average of $3 million per year online, most use the supplier's ecommerce website to place orders. However, only one out of every four B2B buyers believes companies always provide precise information about suppliers' online and offline channels.

Also, one in five B2B buyers experience order errors like incorrect data, inventory, product, delivery, and pricing frequently. In the B2B buying process, 94% of buyers face customer experience (CX) problems.

62% say their expectations of suppliers' websites are “only somewhat, very little, or not at all met.” Higher product quality and customer service, improved reliability, and competitive pricing and delivery terms could drive online B2B purchases. B2B buyers also want to see and buy based on individual customer history.

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