Rising expectations are reshaping customer demands Rising customer expectations are increasing pressure on businesses to deliver more for less Artificial intelligence is accelerating expectations, as consumers look for instant and hyper personalised responses. Around two in three leaders (63%) report higher expectations from customers for responsiveness, 60% for quality and accuracy, and 51% for personalisation.
Customer expectations
51% Higher expectations for personalisation
63% Higher expectations for responsiveness
60% Higher expectations for quality & accuracy
Financial and commercial pressures
£
£
50% Pressure to cut prices outright
45% Risk less favourable lending margins
66% Pressure to deliver more for the same price
Companies must find ways to deliver high value without raising prices, or they risk losing buyers to cheaper competitors. Customers now expect more, but many will not pay more for it. 66% of leaders face pressure to deliver more for the same price, and half (50%) face pressure to cut prices outright, putting margin under direct pressure. The race to meet rising expectations
6
Made with FlippingBook - professional solution for displaying marketing and sales documents online