What Do Customers Expect Today?
A personalized experience
Anticipating their needs before they arise
Trusted collaborative relationships
90% of business buyers use search for their business purchases and do, on average, 12 searches before they reach the company's website.
It's all about connecting with today's informed customer.
The way we attract, engage with and deliver value to our customers has changed. By now it's no surprise that our customers are better informed than they were just a few years ago. Our relationship begins at a much different place in their buyer's journey, and their need-to- know mindset continues throughout our relationship.
With ready access to information --- some more reliable than others--- our customers set their expectations about our product, services and overall commitment to their day-to-day relationship with us. How customers are treated by other companies, even those totally unrelated to us, sets a standard for service that we inherit. Meeting customer expectations is no longer just an empty marketing phrase that we can casually toss around. Today we have to consistently and honestly deliver on that promise.
Who are these informed buyers, prospects and loyal customers? Where do they connect with us? What do they want and need from us? The questions can seem endless. A Google-Millward Brown study found that 90% of business buyers use search for their business purchases and do, on average, 12 searches before they reach the company's own site.
The good news is we have access to more real-time data about our coveted prospects and clients than ever before. Equipped with the right tools and an agile process, we can create meaningful connections where, when and why they occur.