Trends Report

Revisiting The Touchpoint-Impact Framework For 2014

A Deep Dive Into Apparel And Personal Care Categories

June 2nd, 2014
Gina Fleming
Cory Munchbach
With contributors:
Reineke Reitsma , Kristopher Arcand , Elizabeth Perez , Andrea Mitchell


Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of information sources and channels to research the products and services they discover. But some sources are more effective than others at driving consumers to the buy phase and have a stronger influence on the price they ultimately pay for their purchase. Furthermore, different consumer groups use channels differently and with unique purpose in their diverse paths-to-purchase. This document builds on a 2013 report that introduced Forrester's touchpoint-impact framework. In this edition, we use that framework to examine three groups of consumers and their most influential research sources for apparel and personal care purchases as well as the premium they pay.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.