Customer experience Marketing & Sales August 20, 2021Many OEMs have to do a better job of understanding what customers want and need. Consider the gaps revealed in our recent research. Sixty percent of B2B customers want to buy online, and 62 percent prefer to reorder online. But only 13 percent of industrial OEMs offer digital solutions of any kind, and only 10 percent offer online self-service tools for placing reorders. We strive to provide individuals with disabilities equal access to our website. If you would like information about this content we will be happy to work with you. Please email us at: McKinsey_Website_Accessibility@mckinsey.com To read the article, see “How to boost growth in industrial services: Better customer experience,” July 28, 2021.