Today’s Consumers are
The 8 COM Habits of The COMsumer
The name replaces "Con"
with "Com" highlighting the
importance & characteristics
of the 8 COM-habits of
They are internet savvy. They are social.
They know how to research and leverage the social web to their advantage.
They value their network and community. They value experiential information from their network.
They trust information and recommendations from their networks or community.
They no longer just rely on traditional channels
They want to understand what an organization and their brand stands for.
They want to understand information they are receiving and
will go to great lengths to ensure that they are understood.
They value communication.
They expect to have a conversation, a dialogue not a monologue.
They want relevant timely information
They will do their homework on products, services and organizations.
They will conduct the comparative analysis prior to "consuming" a service or product.
They will ask friends, colleagues, and online friends for their opinion to conduct this comparison.
They will collaborate and/or create options when faced with an unsatisfactory result if a need is
missing in the marketplace. They want options and when none is available they will compose them.
They demand commitment by organizations and brands. Commitment to all the above. Commitment to
their products and services. The overall customer experience is highly valued by today’s savvy consumer.
In return, these consumers become committed and loyal to the brand
accounts for 47%
82% of social networking users trust
a company more who has a CEO
who is involved in social media
The store-front online e-commerce market is $231 billion
and is estimated to be $370 billion by 2017
users use it to
39% of instances where a
consumer walks out of a store
without buying were influenced
by using their smartphone
36% of consumers use
one or more technologies to
browse, compare and buy
goods they want
28% of consumers
share deals via
93% of US adult
internet users are
86% of social referrals
There are over 10million social mentions of
the Fortune100 each month with Twitter
generating the most amount of chatter
The percentage of the population using the internet by continent:
Today’s consumers no
longer just consume
They are COMsumers!
They are Dot com savvy
They are Community-driven
They want to Comprehend
They are Communicators
78.6% 67.6% 63.2% 42.9% 40.2% 27.5% 15.6%
The number of internet users has
grown 356% since 2006
of the world population is on the internet
that is 2,405,518,376 people
The average time
spent on social
3.2hrs per day
are built on purpose,
value and shared
70% of brands
83% of people who
complained on Twitter loved
the response from those
companies that did make
55% of consumers share their
purchase socially on Facebook,
Twitter, Pinterest and other
58 % of social media users want exclusive brand content
55% want feedback on products and services
Over half of the social networking users who share
business related content, do so on Twitter
There are 150+ million
blogs on the internet
150+ million $370 billion$231 billion
78% of consumers are willing to collaborate
with retailers/brands to develop products
and services they desire
53% of active adult
users follow a brand
social media user
who receive excellent
customer service from
brand, spend an average
of 21% more than
61% of consumers are
more inclined to spend
more money with
retailers that implement
With the advent of
the social web,
they are now savvy
customers and they
have a voice
They are empowered and command authenticity, transparency and straight-talk.
They want to be able to interact with brands. They are driving
change in the marketplace, in all sectors.
If you want to enable your customers experience email
i n f o @ s o c i a l m e d i a p e a r l s . c o m
2013 C copyrights socialmediapearls
T h i s i n f o g r a p h i c i s b r o u g h t t o y o u b y s o c i a l m e d i a p e a r l s .