The “Amazon Effect” on Customers
The B2B manufacturing industry has historically been a little slower than B2C markets with regards to prioritizing customer experience improvements or adopting new customer experience channels and engagement tools. However, individual evaluators, influencers, and buyers within these companies have grown accustomed to easy and seamless omnichannel interactions with brands from their personal experiences as consumers.
Amazon has been the disruptive force behind setting higher customer expectations and demands. As a result of new innovations, online shoppers now expect free shipping, instant delivery, personalized recommendations, effortless product search capabilities, and instant, generous, free customer service from all brands. Further, if they like or dislike their experience, they’re not shy of expressing their thoughts through detailed feedback and reviews.