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Decision points: Sharpening the pre-purchase consumer experience: June 2023 Global Consumer Insights Pulse Survey
In a world where it’s hard to get more out of existing consumer spending, converting or finding new customers takes on new urgency. Our June 2023 Global Consumer Insights Pulse Survey of 8,975 consumers in 25 countries and territories reinforces a clear imperative for companies seeking a competitive advantage: empower your consumers by providing them with the necessary tools, information, technology and support for their decision-making.
The theme of the previous Global Consumer Insights Pulse Survey, published in February 2023, was removing frictions at the point of sale or in the purchase experience. This June edition speaks directly to removing frictions before the purchase experience, and offers a road map on how to reach consumers at crucial points of decision. What follows will amplify the voice of the consumer in areas that have long been important, but that are evolving against a backdrop of heightened pressure and innovation: how to leverage technology such as generative AI and chatbots; where to invest in customer relationship management (CRM), mobile apps and social media; where to build out direct-to-consumer (D2C) and subscription capabilities; how to meet customers where they are on issues of environmental, social and governance (ESG) and sustainability; and where to capture growth in consumer spending in the coming months.
What’s next: How consumer goods leaders envision tomorrow
In the wake of the pandemic, consumer companies and retailers developed or accelerated innovations almost overnight while stabilising surging demand for basic consumer goods such as food, water and personal hygiene products.
In our latest report, developed in partnership with The Consumer Goods Forum, a global, parity-based industry network, we examine how business leaders are envisioning the development of five emerging trends in the grocery retailing and consumer goods industry.
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National Consumer Markets Leader & Global Consumer Markets Advisory Leader, PwC Canada
Tel: +1 416 687 8598
