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July 31, 2015 | Sanjay Mehta, Business Owner & Jt CEO, Social Wavelength

Digital Marketing Webinar

Are You Ready For The Mobile Mindshift?

ARE YOU READY FOR THE MOBILE MINDSHIFT?

Sanjay MehtaJt. CEO, Social Wavelength

Key publication which forms the basis of this presentation: the book “The Mobile Mindshift” from Forrester Research

What do you mean by “mindshift”?

In a literal sense, it is a shift in the way, the mind thinks about something..!

To explain further, when a society or a culture starts looking at a certain thing, in a different way, a “mindshift” may be said to have taken place!

Yeah, yeah, yeah… we know all this. The mobile economy, first access to Internet on phone etc.. So what’s new, you ask, right??

The mobile has clearly reprogrammed our brains!

We now turn to the smartphone for just about anything..

This, in a sense, is the Mobile Mindshift

So to define this “Mobile Mindshift”..

“The expectation that I can get what I want in my immediate context and moments of need”

“The expectation that I can get what I want in my immediate

context and moments of need”

Question to the listeners: Do you feel this way? That if you have a smartphone, you can pretty much take care of yourself??”

BEFORE NOW

So what does that translate to, in terms of customer expectations??

Question to the listeners: Do you have similar expectations?? And how do companies measure up on these??

In this Mobile Mindshift world, consumers expect…

CONVENIENCE

Immediacy

Simplicity

Context

Immediacy

On the mobile screen, can you take the consumer from information to engagement to transaction to closure? Immediately?!

Simplicity

Context

You need to serve customers along their journey in their mobile moments

“Mobile moments??”

Think through all possible mobile moments in your consumer’s journey• Mobile moments extend throughout the customer journey

• We have seen a few important categories, but there are other opportunities that you can come up with

• For several of them, you will know what kind of solution to design and build; but don’t stop with that!

• New technologies – especially through connected devices – will create new, hitherto unknown opportunities

“When companies adopt new technology, they do old things in new ways; when companies internalize technology, they find new things to do.”

- James McQuivey (Forrester)

Question to the listeners: Can you list out 5 key mobile moments in your consumer’s journey??

How do we do it? Here’s the IDEA..rather the I-D-E-A

The IDEA Cycle: a business discipline to win the moment

Summary

• Find your customer’s most powerful mobile moments

• Master the four step IDEA cycle: Identify, Design, Engineer, Analyze

• Remember: every interaction that your customer has with your brand is a part of customer experience

• Competitors will better serve your customers and win them over if YOU don’t create a strategy to win in your customers’ mobile moments

Thank You

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