Retailers are embracing the shift from simple
sustained customer engagement, recognizing that consumers’
buying journey neither begins
when they set foot in a physical store ( or, visit a digital storefront via browser
or mobile application), nor
ends when the sale is completed.
Customer's journey begins with thoughts expressed (or followed or liked) on disparate media platforms and/or other form of behavioral indicators. These customer behavioral sentiments indicate his/her "needs" that likely will mature towards solidified "intent" (to purchase) in the short/long time to come. Close understanding of customer's "needs" and "intents" is intrinsic for retailers to bring in relevancy to their customer engagement.
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