The New Face of Local ebook

The Local CX Advantage

Understanding the hybrid shopper

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Consumers utilize both online and offline channels to research products and services and make buying decisions. Though this isn’t entirely new, we’re now witnessing an increasingly hybrid customer journey.

 Digital is where discovery starts, with 96% of consumers researching purchases online. Yet most search activity is about the real world, “near me.” And local plays a strategic role throughout the customer journey. 

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To better understand post-COVID customer behavior, Uberall surveyed nearly 4,000 consumers in the US, UK, France and Germany, about trust, loyalty and what makes a great customer experience.

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Why local brings greater trust but also higher expectations

Concrete behaviors and actions consumers take when satisfied and when they’re dissatisfied. 

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Why offering a great CX is critical, as well as its key components.

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