This report highlights the importance of advancing B2B customer experiences to drive loyalty and retention levels. According to Accenture, 80% of frequent business buyers switch vendors within a 24-month period, and CX Network's research found that more than 50% of respondents said customers are more willing than ever to switch brands if unsatisfied. B2B brands cannot assume customer loyalty will occur without focused attention and must provide digital platforms that deliver loyalty-winning experiences. These experiences should remove pain points for customers and pre-empt their desires. In today's economic climate, digital platforms must be robust and agile enough to provide business buyers with vital and time-sensitive information.
