• 98% of business owners value customer service over price when shopping online

        • When it comes to B2B e-commerce, customers favour high-quality customer service over delivery speed and competitive pricing, according to new research.

          The survey of 1,000 UK B2B consumers, conducted by full service e-commerce agency, PushON, found that almost 100 per cent of people procuring business products, including computer software, furniture and office supplies, value customer service above all else.

          The findings could present an opportunity for B2B retailers who are struggling to compete with the likes of marketplace giants Amazon or eBay on cost. In fact, the research found that 52 per cent of business customers would buy from a smaller retailer if they offer a good level of service.

          Similarly, 40 per cent would buy from a smaller B2B retailer if they felt they were experts in their field and could provide specialist advice and support.

          The report also highlights that B2B customers value customer service more when buying big ticket items such as computer hardware or furniture – 87 per cent stated this as ‘really important’.

          Sam Rutley, Managing Director of PushON said, “these findings show that for online retailers, customer service is king.

          “This is something we know has always been important for bricks and mortar stores, but evidently is also imperative for e-commerce businesses serving B2B customers.

          “Valued more highly than competitive cost, smaller retailers are presented with an opportunity to compete with online retail giants such as Amazon through a wider offering.

          “Whether it’s implementing a customer portal, a live chat function, or a responsive ‘call now’ button, B2B retailers should continue to listen and respond to the needs of their shoppers to stay ahead of the competition.”

          For more information, please visit https://www.pushon.co.uk/attracting-retaining-b2b-customers

        • Stay up to date - Click here and register for FREE Channel Info online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the Channel Info app

        • Related Articles

        • Taking high tech steps to reduce the cost of staff turnover

          Taking high tech steps to reduce the cost of staff turnover

          Friday 9th Nov 2018
          Staff turnover has a serious impact on a company, costing time, resources and money, according to recent reports collected by Instant Offices. In fact, one report by Oxford Economics has revealed that it costs more than £30,000 o...Read More...
          Amazon online retailer of choice for 62% business owners

          Amazon online retailer of choice for 62% business owners

          Tuesday 6th Nov 2018
          Almost two thirds of business owners would be more inclined to buy products for their company from a multinational retailer, such as Amazon, over an independent online store. This was one of the key findings from a survey of 1,000 business decision ...Read More...
          Automation will save the channel partner

          Automation will save the channel partner

          Monday 29th Oct 2018
          New research has emerged that reveals how the traditional partner programme is no longer held with the same regard by the channel partners. Here, Peter Olive, CEO, Vortex 6 discusses the key reasons behind the findings. The survey by Canal...Read More...
                • About Us

                  Channel Info is the leading source of business news and information for the office dealer and reseller market. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, supplements, website, digital editions, apps, newsletters and bespoke communications with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the team behind Channel Info has over 60 years experience collectively in the office products, furniture, equipment and technology markets Channel Info continues to develop and adapt in order to meet the changing information needs of its readers.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue