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Buyer Journey

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Why are brands more interested than ever in figuring out how to convert browsers into buyers? The year 2020 saw one of the biggest jumps in e-commerce since the birth of the commercial web. As COVID-19 closed many businesses and kept people indoors, that shouldn’t come as a shock. However, what is surprising is the total scope of this growth — 21% of retail sales happened digitally, a 5% increase from the previous year according…

Customer loyalty is harder to cement than ever before, with 58% of consumers changing brands from one purchase cycle to the next, according to data from management consulting firm McKinsey. And so both the good and bad news for brands is every future purchase is theoretically up for grabs. To further complicate things, while the evolution of the linear customer journey is well-documented by this point, it is nevertheless difficult to assign a specific shape…