What Today’s Customers Expect — And Why AI Is Part of the Solution
- DAB Marketing
- Jun 21
- 3 min read
Updated: 3 days ago
“They Don’t Want AI” — Or So You Think
Why Service Pros, Manufacturers, and Suppliers Can’t Afford to Sit This Out
Many business owners hold a common belief:
“My customers don’t want to talk to a robot.”
At first glance, this seems to protect the customer experience. It appears to be about being human and authentic.
But here’s the reality:
Your customers don’t care *who* helps them.
They care how fast and how well it gets done.
In most industries—from manufacturing to service fields—speed and service are the areas where companies fall behind.
🔁 Déjà Vu: We’ve Seen This Before
Do you remember the early days of online communication? Here are some thoughts that were common:
“My customers don’t use the internet or emails.”
“People don’t want to order online.”
“They prefer to call and talk to someone. They would never respond to a text.”
Fast forward to today...
Now, customers are placing orders at midnight from their phones. They message brands on Instagram and request quotes from chatbots without even realizing they are interacting with AI.
📲 AI Is Already in Their Daily Life — And They Expect It in Business, Too
Whether they know it or not, your customers are integrating AI into their lives:
Ordering products through Alexa
Getting instant responses from ChatGPT
Using smart assistants for texting, navigation, and scheduling
Interacting with automated representatives on websites and social media
What once felt robotic now seems normal. In fact, people are beginning to prefer it. Why? Because it's fast, accurate, and saves time.
This craving for instant responses shapes how customers interact with businesses — it elevates expectations across all industries.
If you’re not meeting these expectations with speed and simplicity, someone else will.
People aren’t avoiding automation—they're demanding it.
They want faster service.
Easier answers.
Instant on-demand support.
📈 AI Adoption: Then vs. Now
🗓 Five Years Ago
2017: Only 20% of companies used AI in their operations.
2018–2020 saw fluctuations, but by 2020, adoption remained around 50–58%.
📊 Today (2025)
A landmark 78% of companies now utilize AI for at least one function—a significant increase from previous years.
McKinsey reports 78% in 2025 vs. 55% in 2023.
48% of businesses leverage AI to manage big data—an increasingly predominant use case.
Approximately 36–38% of small businesses already employ generative AI tools for marketing, quoting, service, and operations.
💡 What This Means for Your Audience
AI is not a niche experiment—it’s mainstream digital infrastructure.
Adoption surged in the last two years, especially post-2022.
Both large corporations and small businesses are embracing AI.
Businesses ignoring this trend risk losing ground.
🏭 If You’re a Manufacturer or Supplier
Today, you're not just selling products. You’re offering the experience of doing business with you. This means:
✅ AI-Powered Customer Service
Handle inquiries, orders, and support 24/7—without wait times or burnout.
✅ Smarter Sales Funnels
Allow AI to guide new dealers, representatives, or customers through the sales process, qualify leads, and follow up seamlessly.
✅ Streamlined Operations
AI can flag delays, optimize reorder points, analyze buyer behavior, and keep backend processes running efficiently.
✅ Voice + Chat Assistants That Sell Like You
Using voice cloning and smart chat interfaces, your team can be "on" even when they’re off the clock.
The brands that adopt these changes first? They’re setting a new standard for responsiveness, scale, and customer retention.
🧰 If You’re in the Service Business
Contractors and crews integrating AI now will dominate the next wave of growth. Why? Because AI gives you back time — your most valuable asset.
✅ Smart Quoting Systems
Empower your customers to schedule or request a quote without waiting for callbacks.
✅ Automated Scheduling & Follow-Ups
Automatically book jobs, confirm appointments, and send reminders—all on autopilot.
✅ CRM Automation
Stay on your past customers' radar, upsell at opportune moments, and fill your calendar with ease.
✅ Voice Agents Coming Fast
Soon, AI will speak like you, sell like you, and close deals faster than your top representatives.
⚙️ What’s Actually Happening
Companies succeeding with AI aren’t merely "trying new tools." They’re establishing comprehensive systems. Systems that can scale, won’t tire, and won’t get distracted or overwhelmed. Systems that deliver.
It’s not about working harder. It’s about building smarter.
🚀 The Bottom Line
AI isn’t taking jobs or robbing customers of valuable experiences. It’s taking over the repetitive, time-sucking tasks that slow down growth and keep you from doing what you do best.
Whether you’re manufacturing gear, running a supply operation, or building a service-based business, AI is your multiplier. And it’s advancing rapidly.
At DAB Marketing, we assist companies in implementing AI tailored to their specific models—not just to save time, but to fuel real growth, create significant impact, and maximize your efforts efficiently.
