Accenture Study: Customers Now Prioritize Access to Info & Innovation
A recent Accenture study reveals a shift in customer priorities, with easy access to product information and innovation now ranking higher than in 2025. This change, driven by pandemic disruptions and digital advancements, presents opportunities for companies to boost sales and customer loyalty.
In 2020, customers placed greater emphasis on easy access to product information and innovation. This focus has since evolved, with product performance, reliable delivery, and quality technical support becoming the top priorities in 2025. This shift reflects broader changes due to the pandemic, geopolitical instability, and increasing digital maturity.
The study found that companies excelling in meeting these evolving customer needs can reap significant benefits. They can sell up to 10% more products and services, with customers willing to pay up to 10% more above market prices. Notably, 36% of chemical customers would pay at least 5% above market price for products fully meeting their needs, while 43% would buy 10% or more products and services under the same condition.
Chemical companies can strengthen customer relationships and generate new value by focusing on operational excellence to meet these top customer needs. Despite the shift in priorities, product performance remains the most crucial factor for customers, underscoring its enduring importance.
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