The consumer decision making process has shifted

Consumer behavior has shifted

The high degree of customer loyalty which was normal in the “good old days” is now just a pleasant memory of times gone by. Now customer loyalty is disappearing in a hurry.

But this is not the only shift – the whole consumer decision making process has permanently shifted. Widespread access to the internet, both on traditional devices like desktop and laptop computers and increasingly on mobile devices, has made it easy and natural for consumers to research every buying decision. The normal path from stimulus to store now has a common diversion. Customers have added TWO new moments of truth to the old marketing model but most companies are still clueless.

Whether we’re shopping for concert tickets or a trip to Paris, the Internet has changed how we decide what to buy. Today customers all digital explorers, seeking out online ratings, peer reviews, videos and in-depth product details as they move down the path to purchase.

The consumer decision making process has shifted

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