B2B and B2C Ask for the Same Things: Consistency, Value, and Service

Digital as the First Decision-Making Filter

In 2025, more than 70% of purchasing decisions were influenced by digital channels (source: McKinsey).This dynamic affects both end consumers and professional buyers: both increasingly base their choices on structured, complete, and consistent digital experiences.

In both B2C and B2B, the buying journey is no longer linear. Customers naturally move from websites to social media, from digital showrooms to physical stores, from interactive catalogs to multimedia content.In this scenario, brand reliability, consistency, and clarity of values become decisive factors.

What the Data Says

A study on B2C purchasing behaviors conducted by Emarsys / SAP / Zendesk reveals that:

• 45% of consumers prefer to buy from brands with a strong digital presence (Synup)

• 54% say they are more loyal to brands that offer clear and transparent digital shopping experiences (Emarsys)

• 76% expect brands to use digital channels to deliver personalized customer service (Zendesk)

These trends are not limited to end consumers: for professional buyers, service quality, the ability to handle specific requests, and the use of digital tools with B2C-like logic are even more critical.Reducing operational time and complexity becomes a true competitive advantage.

The New Priorities of Customers and Buyers

In recent seasons, the market has seen widespread price increases not always justified by real product improvements. This excess has brought greater attention to the intrinsic quality of manufacturing and a return to tangible values in an increasingly complex market context.

This situation calls for collaboration between parties and process simplification — where digital tools become essential, even in B2B.

B2C data supports this trend:• 73% of customers prefer brands with smooth, frictionless digital checkout processes (Zendesk)• 48% of online shoppers abandon their carts due to unexpected costs at checkout (OpenSend)

How BRANDTOSTORE Meets the Challenge

BRANDTOSTORE is designed to deliver a seamless omnichannel experience, integrating all sales and communication stages:

• Interactive digital showrooms

• Real-time B2B order management, with customer- or market-specific conditions

• Instant sharing of collections and marketing materials with the distribution network

• Integration with e-commerce and direct connection to physical stores

The Result

A brand that communicates consistently across all channels, enhances perceived value, and strengthens trust — both from end customers and professional buyers.

Want simpler processes and faster sales?Explore these topics in depth and take immediate action: book your demo now.