Resource Center

The Customer Journey in Consumer Services


Understand your buyers so you can win more business.

In the Summer of 2020, Silverback Strategies surveyed 1,066 U.S. adults who recently purchased a service for themselves or their home. The purpose of this study was to better understand consumer behavior, so service providers can improve their marketing.


  • Where buyers go when they first realize a need, and how that varies by generation
  • How companies can build brand awareness online
  • Why some companies have a distinct sales advantage than others
  • What role customer ratings and reviews play in the customer journey
  • How companies can adjust marketing strategies and tactics