A revolution in expectations
Thirty-six percent of mobility customers are dissatisfied with current online buying options.
Five best practices
A seamless, omnichannel customer experience is now a baseline requirement.
of cross-industry customers rank time saving as a benefit of online buying.
still value the opportunity to “touch and feel” offline.
B2C and B2B expectations are converging.
of total B2B sales cross industry will be online through to 2025.
Digital marketplaces are increasingly popular and require a strategic response.
of cross-industry customers now purchase via marketplaces.
Pricing must be clear, systematic, and consistent.
of mobility customers who negotiated a price would have preferred a fixed price.
Direct sales align most closely with customer expectations—and give companies more control.