he customer journey is no longer a funnel, it’s a series of loops. Consumers are taking more control of their buying journey, via multiple channels and devices. This creates a challenge for brands and retailers as they try to ensure their products are front and centre across all of these digital channels.
However, you can turn this into a strategic advantage for your business. As your empowered consumer gains inspiration via Instagram, researches on Google, purchases on a marketplace and reviews their purchase post-delivery, the opportunity is there to reach your consumer at every touchpoint and turn these consumers into loyal brand advocates.