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Owning the Micro-moments of Customer Experience by Matt Hensler

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Owning the Micro-moments of Customer Experience by Matt Hensler

  1. 1. Owning The Micro-moments of Customer Experience
  2. 2. Matt Hensler @matthensler @goallbound #NeverSellAlone
  3. 3. A B O U T M AT T H E N S L E R
  4. 4. A B O U T M AT T H E N S L E R
  5. 5. A B O U T M AT T H E N S L E R
  6. 6. A B O U T A L L B O U N D
  7. 7. 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.
  8. 8. 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.com 2salesforce.com 40% of customers are failing to find answers on their own.2
  9. 9. 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.com 4salesforce.com Over the next 12 to 18 months, mobile service requests will increase 20%.4
  10. 10. 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.com 6salesforce.com High performing organizations predict customer service needs 3x more often.6
  11. 11. 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.com 8salesforce.com 34% of millennials would rather get their teeth cleaned than call customer service.8
  12. 12. 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
  13. 13. 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
  14. 14. 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.
  15. 15. mhensler@allbound.com •@matthensler •@goallbound •#NeverSellAlone

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