The Digital Consumer seems so much more complex than consumers of the past but I don't think they are that hard to understand. There are ten consumer insights grouped into three categories that I think you'll agree with. It's as simple as this. THE MOMENT OF NEED - The Moment of Need is when the customer figures out they have a problem and they need a solution immediately - where do they go? They touch the nearest device and expect the answer to be right there. To get the moment of need, you need to: - Be Found - Be Flexible - Be Helpful - Be Interesting EMOTION/LOGIC BALANCE - It’s the time in which the customer takes the time to justify his emotional need for the product or service with the logical side. He is searching for approval of his choice and he will find it. To answer the call of Emotion/Logic Balance, you need to: - Be the Expert Choice - Be Easy - Be Transparent WHITE GLOVE LOVE - This is the customer experience which matches the promises that were made via the Moment of Need and the Emotion/Logic Balance. To finish with great White Glove Love, you need to: - Be Quick - Be Collaborative - Be Responsive

1. ANSWER ME NOW!
Insights into the modern mobile and
social media wielding customer

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3. h$ps://plus.google.com/+Scobleizer/posts/TcaqNeYJWXo
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4. MOBILE
According to the SOASTA report 84%
of Americans check mobile apps
before they do anything else in the
morning; of those attached to their
apps, most are checking email (67%)
or weather (45%) but more than one-third
are checking in with social
networks (40%) or news sites (35%).
h$p://www.cabeau.com/blog/wp-­‐content/uploads/2014/02/guy-­‐checking-­‐cell-­‐in-­‐bed.jpg

5. h$p://www.nielsen.com/us/en/insights/news/2014/mobile-­‐millennials-­‐over-­‐85-­‐percent-­‐of-­‐generaOon-­‐y-­‐owns-­‐smartphones.html
WHOA
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6. h$p://www.flurry.com/blog/flurry-­‐insights/mobile-­‐television-­‐we-­‐interrupt-­‐broadcast-­‐again
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7. SOCIAL MEDIA
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h$p://press.experian.com/United-­‐States/Press-­‐Release/experian-­‐markeOng-­‐services-­‐reveals-­‐27-­‐percent-­‐of-­‐Ome-­‐spent-­‐online-­‐is-­‐on-­‐social-­‐networking.aspx

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SENSORS

10. BIG DATA
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11. GPS LOCATION
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12. MOMENT OF NEED
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h$ps://flic.kr/p/pf4KcK

14. I need the information right now, no
matter what device I’m using. It needs
to help me and, BTW, I need to find
interesting and in terms I understand.
GOT THAT? LOL J
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15. BE FOUND
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16. BE FLEXIBLE
h$p://vartechable.com/how-­‐to-­‐test-­‐a-­‐website-­‐at-­‐different-­‐screen-­‐resoluOons-­‐a1n6d-­‐
sizes

17. BE HELPFUL
h$p://www.youOlitybo1o7k.
com/

18. BE INTERESTING
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19. MOMENT OF NEED +
EMOTION/LOGIC BALANCE
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20. I need to know if this is the right thing
to buy? Do my friends’ approve? Do the
experts agree? Is it the right price? Can
I get it cheaper?
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21. BE THE EXPERT CHOICE
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22. BE EASY
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23. BE TRANSPARENT
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24. MOMENT OF NEED +
EMOTION/LOGIC BALANCE +
WHITE GLOVE LOVE
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25. Why can’t I just click to buy? Or press to
buy? Or snapchat to buy? I want it
today, can I pick it up now?
Wow, so I got it - did you ever think of
doing this with it? Now I don’t like it,
you better take it back.
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26. BE QUICK
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27. BE COLLABORATIVE
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28. BE RESPONSIVE
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30. What did we learn today
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03
Social and mobile are currently transforming all
communications and marketing and going to grow
exponentially.
Your customers will lead your company unless you meet their
digital demands.
You can get ahead of the competition if you adopt a digital
mindset with your communications.
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