What does a Polish B2B customer expect in e-commerce?
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What does a Polish B2B customer expect in e-commerce?

Author  Natalia Wiszewska

Estimated reading time: up to 5 minutes

B2B salespeople, like you, are facing an increasing challenge – adapting to the demands of clients who expect more and more from e-commerce platforms.

In Poland, as in many other countries, the B2B market has grown and transformed. Business clients expect comprehensive service, personalization, and shopping convenience. So how can you meet these expectations? In this article, we will analyze what Polish B2B clients expect from e-commerce and how you can meet their needs.

Personalization and Individual Approach

One of the most important factors influencing a B2B client’s decision to purchase in e-commerce is personalization. Clients expect an individualized approach that considers their needs and preferences. This way, you can provide clients with more precise offers, promotions, and product information.

Customer segmentation allows you to divide them into groups with similar preferences and then direct personalized offers to these groups. This makes clients feel appreciated and important. Such a practice directly translates into higher sales effectiveness and customer loyalty.

However, personalization in e-commerce is not just about content. What else can you offer your clients?

  • Customize the website interface to match customer preferences,
  • Suggest complementary products based on their recent purchases,
  • Recommend purchases based on browsing history.

Additionally, effective customer segmentation will help you better understand your clients. As many as 89% of buyers are more likely to make a purchase when they feel understood by the sellers.

Analyze purchasing behaviors, preferences, and even reactions to different types of marketing messages. Use this information to create personalized marketing actions. Soon, you will notice a significant increase in conversions and build lasting relationships with clients, earning their trust and loyalty for many years.

Efficiency and Convenience of Shopping

Your platform or online store must be intuitive and easy to use. Finding a product or placing an order should be convenient. Therefore, it is crucial to provide a simple, clear user interface (in accordance with UX principles) that will not pose any difficulties for business clients.

What do your B2B customers want

Access to Detailed Product Information

Clients expect to find all the necessary product information on your website, including:

  • Available quantity and alternatives,
  • Delivery time and options,
  • Customer reviews,
  • Specifications,
  • Descriptions,
  • Photos.

By providing detailed product information, as Yehwang does, you gain the client’s trust and make it easier for them to make an informed purchase decision, which translates into higher conversion rates.

Przykład sklep internetowy B2B

Customer Service and Post-Sale Support

Customer service in Poland plays a crucial role in business relationships. B2B clients expect not only competitive prices and high-quality products but also an individualized approach and quick response to their needs.

  • 58% of clients say their expectations for customer service are higher than they were a year ago.
  • 93% of clients are more likely to make repeat purchases from companies with exceptional customer service.
  • Over half of clients say they would stop doing business with a company after a single negative experience.

Therefore, companies operating in the B2B e-commerce sector in Poland often invest in extensive customer service teams that are available by phone, email, and online chat.

Discounts and Loyalty Programs

The price of your products must be visible, clear, and aligned with the value the product offers.

Polish B2B clients love discounts, which make them feel special. They also frequently seek suppliers offering flexible pricing terms and enjoy negotiating. Discounts for larger orders or long-term cooperation are ideal solutions.

Companies that can tailor their offers to individual client needs gain favor with Polish entrepreneurs and build long-lasting business relationships.

Loyalty rewards

Loyalty programmes make it possible to reward customers for their loyalty and regular purchases. This makes customers feel more appreciated and they are more likely to recommend a particular supplier to others. You can offer discounts on subsequent purchases, gifts when a specific level is reached, or exclusive offers.

Meet the Expectations of Polish B2B Clients and Expand Your Business with Droplo!

Droplo is an innovative B2B marketplace specifically designed for Polish manufacturers who want to sell their products both domestically and internationally.

  • Expert support at every stage,
  • Intuitive interface and clear features on the platform,
  • Access to thousands of potential clients from over 200 countries,
  • Showcase your company and products in the best light with a personalized supplier profile,
  • Seamless order management, shipment tracking, and communication with clients through Droplo Business Chat.
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