What we see
LISTENING + EXPERIENCE + BEHAVIOUR + BRAND + CATEGORY + COMMERCIAL SIGNALS
See what traditional reporting can miss.
Customers don't experience retail as separate departments, channels, systems or dashboards.
They experience one journey.
Consumer Intelligence follows that journey.
Awareness & Discovery
Where did customers begin?
What influenced initial awareness?
Which brands and retailers entered consideration?
Which channels influenced discovery?
Consideration
What mattered when customers compared their options?
Price?
Brand?
Product features?
Availability?
Reviews?
Retailer reputation?
Previous experience?
Advice?
Path to Purchase
The purchase journey is rarely linear.
A customer may:
Research online → visit a store → buy in-store
or
Visit a store → compare online → purchase online
or
Research across several retailers before selecting one.
Understanding these movements creates a significantly richer picture of the customer than looking at individual channels independently.
Purchase Experience
We examine what happened at the point of purchase.
Was the product available?
Was information easy to find?
Did the customer receive the help they needed?
How easy was the transaction?
What ultimately drove retailer and brand choice?
Post-Purchase
The journey doesn't finish when the transaction occurs.
Delivery, installation, product experience, service, returns and support can influence future loyalty and advocacy.
Consumer Intelligence keeps listening.
The question isn't simply:
“Was the customer satisfied?”
It is:
“What created the experience, what influenced the customer's behaviour, what does it mean commercially — and what should we do next?”
Post-Purchase Experience
Describe what happens after purchase here.