A recent survey of 2,000 UK shoppers, carried out by Feefo, reveals that businesses must listen, learn and engage consumers at every stage of the purchase journey, as consumer loyalty wavers in uncertain times.
Consumers don’t just buy a product without any thought – there are a number of steps that lead them to making a buying decision, and that’s where the ‘Process’ and ‘Output’ factors come into play.
Process factors occur pre-purchase, where consumers identify a need, search for information about the products or services that interest them, then evaluate their options before buying.
Output factors are the last couple of steps of the journey, and this stage is about how customers respond to their purchase. Your customers have clicked the ‘buy’ button, but why? Whatever the reason, you need to get to the bottom of it so you can make sure it happens again! This is where post-purchase communications come into play.
This infographic shares the findings of the survey, aligning key stats with the different stages of the purchase journey. If you like it, please feel free to publish (with credits and a link) and share it across your social media channels.