owning the micro-moments of customer experience
TRANSCRIPT
Owning The Micro-moments of Customer Experience
Matt Hensler@matthensler
@goallbound
#NeverSellAlone
A B O U T A L L B O U N D
D E F I N I N G M I C R O - M O M E N T S
According to Google:
Micro-moments are critical touchpoints within today’s buyer or customer journey and when added together they ultimately determine how that journey ends.
I W A N T T O K N O W M O M E N T S
1 in 3 buyers have purchased from a company other than the one they intended to because of information provided at the moment of need.1
1thinkwithgoogle.com2salesforce.com
40% of customers are failing to find answers on their own.2
I W A N T T O G O M O M E N T S
‘Near me’ searches have grown 2x in the past year.3
3thinkwithgoogle.com4salesforce.com
Over the next 12 to 18 months, mobile service requests will increase 20%.4
I W A N T T O D O M O M E N T S
Searches related to “how to” on YouTube are growing 70% year-over-year.5
5thinkwithgoogle.com6salesforce.com
High performing organizations predict customer service needs 3x more often.6
I W A N T T O B U Y M O M E N T S
82% of smartphone users consult their phone while at a point-of-purchase.7
7thinkwithgoogle.com8salesforce.com
34% of millennials would rather get their teeth cleaned than call customer service.8
Don’t Forget Where The
Money Is Made.
M I C R O - M O M E N T S L E A D T O M I C R O C O N V E R S I O N S
©bellmetric.net
R E M E M B E R T H E P O S T - P U R C H A S E M O M E N T S
Increasing customer retention rates by 5% increases profits by 25% to 95%.9
9Harvard Business Review
T H E B U Y E R ’ S J O U R N E Y I S N ’ T L I F E ’ S J O U R N E Y
Assume buyer’s would rather be doing ANYTHING else than “buying”. Earn their time.
