July 17, 2018
Back in December, ForeSee released its 13th annual Retail FXI report, highlighting companies providing the best customer experience in the industry. One of the report’s most compelling features is the customer journey map, showing where shoppers start and finish their purchase processes.
But this map is only part of an even bigger story. Like any good road trip, the customer journey veers into interesting and surprising detours before reaching a final destination.
In the report, we highlight that over 40% of shoppers use more than one channel during the purchase process. For example, a visitor might start by looking at a product on a retailer’s mobile site, then go to a physical store to make the purchase. This is a fairly common path: 15% who finish their purchase process in a store started in a digital channel. But even those who start and finish in the same channel are making surprise stops along the way:
So, a shopper might see an item in a store, go home and use the retailer’s website to compare products and see which one is best for their needs, then return to the store to purchase the item. If you only consider the endpoints, it looks like a straight brick-and-mortar journey—and you’re blind to all the other touchpoints. It’s essential to continually measure the visitors at every waypoint, providing a much more detailed map of your shopper journey.
Customers have other suprises in their shopping bag of tricks: Over 40% use additional, non-retailer resources during the purchase process, including ratings and reviews websites (44%) and product manufacturer websites (30%). Retailers should take special interest in that first number:
Most of these shoppers say both positive and negative reviews influence their purchase decisions, and they consider the product input to be fair and balanced. Plus, shoppers are using that input for more than product reviews: Over half say that reviews are important when selecting a local retailer.
It’s all about the journey—and the destination. And the journey is changing. Retailers that take every stop into account will have more influence on purchase decisions, stay more informed about the customer experience, and drive conversions and growth.
CX Best Practices, CX Strategy, Research & CX Data, Retail