Fragmented journeys, fading loyalty, and rising trust in social platforms are reshaping how brands win attention
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GLOFragmented journeys, fading loyalty, and rising trust in social platforms are reshaping how brands win attention
The path to purchase has splintered, and Gen Z is in the driver’s seat. According to SOCi’s 2025 Consumer Behavior Index (CBI), younger consumers are building a new model of local discovery fueled by platform-hopping, peer validation, and real-time research.
Where previous generations might have turned to a single search engine or mapping app, Gen Z navigates a mosaic of micro-decisions. Their journey could begin on TikTok, continue through Reddit threads or Yelp reviews, and culminate in a Google Maps search. The traditional front door has been replaced by a dozen digital entry points, each one shaping how a brand is perceived.
“Legacy marketing models weren’t built for today’s buyer,” said Monica Ho, CMO of SOCi. “Gen Z is redefining what discovery looks like; they don’t follow a path, they create one. Brands that can’t meet them across platforms with authenticity and proof won’t earn their trust or their business.”
This fragmented approach to search and discovery comes with a reshuffling of trust. While search engines and navigation tools remain widely respected across age groups, Gen Z is far more likely to experiment with newer tools like AI-driven platforms while also leaning into peer-powered content. Yet despite this experimentation, they remain cautious: AI still lags behind in trustworthiness, while user-generated content on platforms like Instagram, TikTok, and Reddit plays a larger role in shaping decisions.
Brand loyalty is also on the decline. According to the CBI, nearly one-third of consumers aged 18–24, and more than a third of those aged 25–34, report being less loyal to brands than they were a year ago. For the youngest buyers, traditional brand reputation ranks just ninth in importance when making a purchase decision, trailing behind factors like price, quality, convenience, customer reviews, and visual content.
“There’s no single source of truth anymore,” added Ho. “Consumers, especially younger ones, are assembling the full picture themselves, platform by platform. To win their trust, brands must meet them everywhere and prove their value at every turn.”
The CBI survey was conducted between February 19 and February 24, 2025, and included 1,001 adult U.S. respondents distributed evenly across gender, age, and geographic area. To explore the full details and findings of the 2025 Consumer Behavior Index, visit soci.ai/insights/consumer-behavior-index.
About SOCi
SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.
SOCi is recognized by Fast Company as one of the World’s Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts. Learn more at www.soci.ai
SOURCE SOCi
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