Since the start of the Covid-19 pandemic, customers aren’t buying the way they used to. While buyer journeys were certainly changing before, the transition to an all-virtual world drastically altered customers’ buying habits and preferences. McKinsey reports this digital growth is making waves in the B2B world, where 20% of buyers are willing to spend more than $500,000 in a fully remote or digital sales model.
When buying habits change, so do business practices. Good business has always been rooted in the idea of knowing your customer, but the pandemic has caused this to be even more critical. The buyer decision-making process has drastically changed; people want to build personal rapport and relationships with others — including brands — after feeling isolated for so long.