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2019 research review: Consumer journeys are becoming increasingly complex

As digital touchpoints, channels, and choices continue to expand, consumer journeys have become ever messier, resembling a chaotic scavenger hunt. Performance channels are being used as upper funnel ones, while shoppers jump between the online and offline worlds. For marketers, making sense of how to engage their target customer has never been trickier.

Marketers often think of search as a lower-funnel channel. But people are just as likely to search early in the customer journey for deals, ideas, and inspiration

Mobile queries for "simple" + "ideas" have grown by over 60% over the last two years (i.e., simple dinner ideas, simple costume ideas, simple drawing ideas).

Mobile searches for “personalized” have grown by over 60% in the past two years (e.g., personalized gifts, personalized stockings, personalized blankets, personalized necklaces).

Mobile searches for “rewards app” have grown by over 90% in the past two years.

In 2019, we saw the omnichannel trend continue


83% of U.S. shoppers who visited a store in the last week say they used online search before going into a store.


About 45% of global shoppers buy online and then pick up in-store, which offers them a more flexible way to purchase and receive their items.

More than 55% of shoppers surveyed say they used online video while actually shopping in a store.

Keep exploring the insights we uncovered in 2019