shopper insights

Every day, customers embark on multiple journeys. How customers experience and navigate their journey often impacts whether or not they ultimately decide to engage your brand.​​​​​​​ Improving the touchpoints that make up customer journeys can only mean one thing — improving the customer experience.

A journey map is a visualization tool that helps organizations identify and understand the experiences their customers are having with the company and find ways to improve them. Before beginning the journey map, we need to understand the current state of the company.

In short, it's a story. When it comes to why people do what they do, there's almost always a story. Journey maps are about understanding and visualizing those stories.

Without a doubt, the COVID-19 pandemic is shaping and transforming our society and culture worldwide, quickly, and before our eyes. It’s still early, but there's one clear pattern emerging: consumers are staying home and transacting online more than ever before. 

Grocers are some of the only retailers continuing to operate on a near-normal schedule in these non-normal conditions.

While some tread lightly in efforts to explore whitespace opportunities and uncover unmet market needs, Catalina Marketing set out to find who is shaping the shopping experience. Catalina trusted Bellomy’s Shopper Insights team to identify who that was, how they shop, and what opportunities exist to engage them.

You are walking down the wine aisle at your local grocer. As bottle after bottle, red after white, cross through your periphery, a sense of overwhelming choice begins to flood your brain. But something else catches your eye — it’s a tablet attached to the shelf.

Too often, important shopper insights research is done in a hurry, often on a limited budget. As researchers, we all understand the need for conducting faster and better research, but there is a case to be made for slowing down the process somewhat in order to uncover deeper, more impactful insights and provide meaningful recommendations.