posts tagged customer journey

November 15, 2016

The Customer Journey: It’s All About the Experience

By Mandy Hawkins

Shopping cycles have always revolved around the following process: identifying a need, becoming informed, and making the purchase.  In the past, this was pretty much a product-driven process, and fulfillment of the need was only met in a brick-and-mortar setting.  

Now it's all about the customer journey, which involves the same aspects, but is consumer-driven.  Fulfillment can take place in a physical location, or through the wonder of ecommerce.  Why is understanding the new customer journey so important?  It's obvious that retailers who remain product focused will be forgotten to those who make the journey an experience for the customer.  So how does the retailer go about accomplishing this?

July 22, 2016

6 major changes in brick-and-mortar retail

By Annie Mueller

Brick-and-mortar retail has come a long way. Take a look at the recent changes that are affecting current trends and will determine the best way for brick-and-mortar businesses to succeed in the future.

1. Goodbye, sales funnel. Hello, customer journey.

The sales funnel is gone. Now it’s all about the customer journey, a cyclical path which the customer can enter and exit at will, and at any point along the path.