Consumer purchasing decisions once followed predictable patterns. A customer would see an advertisement, visit a store, and make a purchase. This linear progression has been replaced by a complex web of digital touchpoints that span multiple platforms and timeframes. Modern customers research, compare, and validate their choices across numerous channels before committing to a purchase.
Recent analysis of customer behavior reveals that 70% of online shoppers abandoned their carts in 2024, illustrating the complexity of today’s purchasing decisions. Small business owners frequently find themselves performing multiple roles simultaneously — accountant, salesperson, customer service representative, inventory manager, and digital marketer. Who has time to juggle the demands of being an SMB and figure out the ever-changing features of a Google Ads campaign?
Hibu reviews from thousands of local businesses provide compelling evidence of this shift. Business owners consistently report that customers no longer discover their services through single channels. Instead, prospects encounter businesses through multiple touchpoints before making contact. According to Hibu’s performance data, businesses utilizing multiple synchronized products experience exponential growth in website traffic: website and business listings integration increases unique visitors by 118%, adding display advertising boosts visitor numbers by 275%, including social media marketing raises traffic by 538%, and incorporating search marketing elevates visitor counts by 643%.
This fragmented discovery process requires businesses to maintain consistent messaging and accurate information across all digital platforms. According to data from business surveys, 95% of people searching for a local business found information that was wrong, while 80% of people lose faith in a local business when their online listings show incorrect information.
What Hibu Reviews Reveal About Modern Customer Touchpoints
Contemporary customer journeys involve multiple interactions before conversion, with touchpoints spanning pre-purchase research, comparison shopping, and post-purchase engagement. Hibu reviews demonstrate how businesses succeed by addressing each stage of this extended journey rather than focusing on individual marketing tactics.
According to Hibu reviews, successful businesses now manage touchpoints across search engines, social media, review platforms, and direct communication channels. Many business owners express appreciation for specific features like review request campaigns, which have helped them build credibility through authentic customer feedback.
Professional service providers particularly benefit from understanding these complex customer journeys. Healthcare providers report that patients often mention reviewing multiple sources before scheduling appointments, demonstrating how digital touchpoints influence purchasing decisions throughout the customer journey.
The reviews reveal that customers now expect immediate responses and consistent information regardless of how they initiate contact. This multi-channel discovery process has become the standard customer experience for local businesses, requiring comprehensive management rather than piecemeal marketing approaches.
How Hibu Helps Local Businesses Navigate the New Customer Journey
The fragmented nature of modern customer journeys creates a significant challenge for small business owners already stretched thin managing daily operations. Traditional marketing approaches that focus on single channels fail to address the reality that customers interact with businesses across multiple platforms before making purchasing decisions.
“We have been doing digital marketing campaigns since 2006,” said Brad Wegmann, chief commercial officer at Hibu. “In that time, we launched hundreds of thousands of campaigns that allowed us to amass an immense amount of data that we can use within our platform to provide the best outcomes for small businesses.”
This extensive experience has enabled Hibu to develop solutions that address the complete customer journey rather than isolated touchpoints. The company’s integrated platform ensures that when customers encounter a business through search engines, social media, or review sites, they receive consistent messaging and accurate information at every interaction.
Business owners describe the relief of having this complexity managed for them. One owner of an HVAC company shared his transformation: “I had an appointment scheduled for me earlier in the year to meet with a representative from Hibu. Before her arrival, I had already decided I was NOT interested; I’d heard it all before. However, shortly after meeting [my Hibu rep], my perspective completely changed. Her professionalism, expertise, and genuinely helpful approach made all the difference. She took the time to listen, answered all my questions, and never pressured me. It’s been 6 months now, and I have no regrets. She has been there every step of the way, as promised.”
The integrated approach proves particularly valuable for service-based businesses that depend on local customers. A boat repair shop owner based in Wisconsin, who had avoided advertising for nearly 20 years of his 28-year business career, explained: “Marketing and advertising aren’t self-taught skills—you need the help of a professional if you want professional results. [My Hibu rep] has been absolutely instrumental in helping me make this transition. Her diligence and expertise have brought my business’s online presence up to today’s standards, and the results have been fantastic. We revamped my website about six months ago, and I can confidently say I’ve seen a solid return on my investment since then.”
Measurable Results Across the Customer Journey
The effectiveness of addressing the complete customer journey becomes evident in the performance data emerging from Hibu client experiences. According to Microsoft Advertising data, Hibu achieved a 47% increase in year-over-year advertising spend from Q3 2023 to Q3 2024, with their client base under the Microsoft umbrella growing from 7,000 to over 19,000 accounts.
These numbers represent more than statistical improvements—they reflect fundamental changes in how customers discover and interact with local businesses. One glass company owner noted that within four months of launching his new website, his business ranking jumped from 24th position to the top three glass companies in his area.
The transformation extends beyond initial discovery to ongoing customer relationships. A local electrical contractor recently shared his experience: “A year ago [my Hibu rep] approached me about growing my business. I was extremely skeptical. Could not see how I could afford it. She asked me to step out in faith and trust her …. So I did. She handled everything. So smooth, she got to work right away. Well it totally changed our lives !!! We now have a fleet of 5 new trucks. 7 full time employees. Never ever in my wildest dreams could I have ever imagined such growth in a year … absolutely life changing!!!!”
Healthcare providers report particularly significant benefits from comprehensive customer journey management. According to a medical professional featured on Hibu’s podcast, approximately 50% of referred patients still research the practice online before booking, demonstrating how digital validation has become a critical touchpoint in the patient journey.
The Evolution of Local Business Customer Engagement
The transformation in customer behavior has fundamentally altered how local businesses must approach marketing and customer engagement. Traditional single-channel marketing strategies prove inadequate when customers expect consistent, professional interactions across all digital platforms.
Hibu reviews consistently reveal that businesses succeeding in this environment share common characteristics: they maintain accurate information across all online platforms, respond promptly to customer inquiries regardless of the channel, and provide consistent messaging about their services and values.
A pest control business owner, who has worked with Hibu for over five years, described this evolution: “I have used Hibu for over five years now. [My Hibu rep] has always been super helpful and has always done a great job explaining things. When I first started my business, he took a lot of the fear associated with the advertising of my shoulders. Hibu itself has been super responsive, they always answer the phone and never take a long time to solve problems. I would highly recommend them.”
This shift toward comprehensive customer journey management has created opportunities for businesses willing to adapt. The success stems from addressing customer needs at every stage of their journey. For example, one rubbish removal company described Hibu as “a one-stop shop for any online platforms” that “made the process easy.”
Business owners report that customers now expect immediate responses and consistent information regardless of how they initiate contact, as one attorney shared: “We had a website and [our Hibu rep] came into our office to let us know what they could offer with changing our website to Hibu, and what she thought they could do to help get us get more business for the less money than we were spending on our current website. [The Hibu team] did a great job of answering all our questions and getting us a great website that has, in just a few months, helped us get quality clients.”
The evidence from Hibu reviews demonstrates that businesses adapting to the new customer journey map achieve measurable improvements in customer acquisition and retention. An RV repair business owner reported: “I switched to HIBU last year for all of our advertising and website services. We increased our revenue by 20% last year. Our call volume has increased and the number of leads leading to new customers has increased as well.”
These results reflect a fundamental shift in how local businesses must operate. Customer journeys now span multiple touchpoints over extended periods, requiring businesses to maintain professional, consistent engagement across all channels. The businesses thriving in this environment recognize that managing this complexity requires specialized expertise and integrated solutions rather than piecemeal approaches to digital marketing.