Accenture: Chemical Industry Customers Prioritize Personalization, Digital Experiences in 2025
Accenture's global customer value research reveals a significant shift in chemical industry customer needs from 2020 to 2025. Notably, 43% of customers would increase their purchases by 10% or more if their needs were fully met, with 36% willing to pay at least 5% above market prices.
In 2025, the top three customer needs are expected to be personalization, seamless digital experiences, and trust/security. These have replaced the 2020 priorities of easy access to product information and product innovation. Additionally, customers in 2025 will prioritize product performance, reliable delivery, and quality technical support.
To fully meet these evolving needs, chemical companies must focus on offering tailored, user-friendly digital experiences that ensure product quality and reliability, along with robust technical support. This could lead to increased customer loyalty and spending, as indicated by the willingness to pay premium prices and buy more products.
Accenture's research highlights the importance of adapting to changing customer needs in the chemical industry. By focusing on personalization, digital experiences, trust, product performance, delivery reliability, and technical support, companies can attract and retain customers, potentially leading to increased sales and higher prices.
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