A Consumer's Shopping Journey Will Typically Begin Like This
{Updated in 2021}
Do you typically conduct research right before making a purchase?
According to Forbes (March, 2019):
87% of consumers begin their shopping journey with digital, a jump from 71% in 2017. - Salesforce
If you do or don't, consider that there’s a chance your customers do/will conduct research prior to purchasing your brand. So, what is it that they see when they do? Look at it like this:
For the sake of customer retention, how your brand is represented and how you engage with your customers – both online and offline – matters more than ever. And it will only matter more as innovation continues to drive consumer behaviors.
As PricewaterhouseCoopers predicts:
"By 2020, the demand for an omnichannel customer experience will be amplified by the need for nearly perfect execution."
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We're now in 2021 (blog post was originally written in 2019) and we have witnessed a continued growth in internet usage and consumers' online behavior.
According to DATAREPORTAL:
4.88 billion people around the world use the internet in October 2021 – that's almost 62 percent of the world's total population. 409 million new users joined social media between October 2020 and October 2021, equating to growth of more than 1.1 million new users every day
Providing your consumers an all around experience -- including one that is digital -- is something to think about. (But don't just think about it...do something about it. Evolve as behavior evolves.)