key moments of opportunity through your customer journey
TRANSCRIPT
Key moments of opportunity
through your customer journey
@EmyJamalian4th Iran web and mobile conference
General stages in customer journey
considering a category or a
product.
evaluating and making comparisons
Buying After purchase
General stages in customer journey
Considering a category or
a product.
evaluating and making comparisons
Buying After purchase
General stages in customer journey
Considering a category or
a product.
Evaluating and making comparisons
Buying After purchase
General stages in customer journey
Considering a category or
a product.
Evaluating and making comparisons
Buying After purchase
General stages in customer journey
Considering a category or
a product.
Evaluating and making comparisons
Buying After purchase
Be thereBe there across all stages of customer journey map, not only when they’re ready to buy
@Emyjamalian
More than half of smartphone users have discovered a new company or product when conducting a search on their smartphones
51%
@Emyjamalian
Be there inI want to go moments“Near me” searches have grown 2X in the past year.
Google Trends, U.S., March 2015 vs March 2014.
2X@Emyjamalian
66%Be there inI want to know moments66% of smartphone users turn to their smartphones to learn more about something they saw in a TV commercial
Google Consumer Surveys, U.S., May 2015, n=1,243.@Emyjamalian
Be there inI want to do momentsSearches related to “how to” on YouTube are growing 70% year-over-year.
Google Data, U.S., Q1 2015, Q1 2014. @Emyjamalian
70%
Be there inI want to buy moments82% of smartphone users consult their phone while in a store.
Consumers in the Micro-Moment@Emyjamalian
82%
Be usefulIf you want to win the hearts and minds (and dollars) of consumers you’ll need to do more than just show up.
@Emyjamalian
69% of online consumers agree that the quality, timing, or relevance of a company’s message influences their perception of a brand
Consumers in the Micro-Moment@Emyjamalian
69%
Be useful inI want to go moments61% of smartphone users say they’re more likely to buy from companies whose mobile sites or apps customize information to their location.
Google Trends, U.S., March 2015 vs March 2014. @Emyjamalian
61%
Be useful inI want to do moments48% of smartphone users are more likely to buy from companies whose mobile sites or apps provide instructional video content.
Consumers in the Micro-Moment@Emyjamalian
48%
Be useful inI want to know moments69% of smartphone users are more likely to buy from companies whose mobile sites or apps help them easily find answers to their questions
Consumers in the Micro-Moment@Emyjamalian
69%
Be useful inI want to buy moments58% of smartphone users are more likely to buy from companies whose mobile sites or apps allow them to make purchases quickly.
Consumers in the Micro-Moment@Emyjamalian
58%
The successful brands of tomorrow will be those that have a strategy for understanding and meeting consumers' needs in these micro-moments.
@Emyjamalian