Customer experience is important as it influences the buyer's choice. In a research, it was found that for 80% of B2B buyers surveyed, customer experience counted as the most important reason why they chose to work with a specific provider over another. In other words, approximately 80% of marketing and sales investments are going towards 20% of the buying decision. Read more about the right approach of buying decision at: http://www.business2community.com/customer-experience/use-buyer-persona-research-improve-b2b-customer-experience-01564449#PfeXePgSvKqMbuh0.97

Social media refers to the use of virtual social networks, peer review and other social tools in purchasing process. According to a study, 64% of smartphone users use their phone to shop - and most of them look for reviews and recommendations from a number of sources to help them make their buying decisions. Reviews in social media affect consumers of different ages and races. Shoppers embrace the Internet for a variety of reasons like convenience, price, and selection. Read more at:

 http://www.emarketer.com/Article/How-Social-Media-Influences-Shopping-Behavior/1013718