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BizReport : Ecommerce archives : December 03, 2015

Report: Bad experiences hurting B2B brands

It isn't just Joe Public who turns away from businesses after a bad experience. New data out from Accenture Strategy shows businesses are turning away from other businesses that don't offer a solid customer experience.

by Kristina Knight

Accenture Strategy's new 2015 B2B Customer Experience report outlines the findings from a survey of more than 1 thousand business professionals in 10 countries. The findings indicate only a handful (23%) of businesses are providing 'effective' customer engagement programs; most respondents (66%) believe new businesses are doing a better job at customer engagement than businesses who have been around for years.

"B2B companies overwhelmingly recognize the importance of customer experience to their corporate strategy and bottom line, but the majority are wasting their investments on changes that are delivering mediocre results," said Robert Wollan, senior managing director, Accenture Strategy. "With consumer-like expectations and a substantial threat from new entrants, B2B companies must be ready to design and execute a transformed customer experience or not invest in such improvements at all."

Some interesting findings from the report include:

• 45% say they will increase customer experience spending to better compete
• 32% of execs believe they are 'well prepared' for customer experience success
• On average, B2Bs with solid customer experience show 13% annual growth

Image via Shutterstock

Tags: Accenture, B2B trends, ecommerce, ecommerce experience, ecommerce trends

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