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Today's Consumers


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Today's Consumers

  1. 1. Today’s Consumers are COMsumers The 8 COM Habits of The COMsumer The name replaces "Con" with "Com" highlighting the importance & characteristics of the 8 COM-habits of today’s consumer 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 Customer experience accounts for 47% customer loyalty Sources 1. 2. 3. 4. 5. 6. 7. 8. 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 62% internet users use it to conduct research 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 social media 93% of US adult internet users are on Facebook Facebook is responsible for 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 Compose They Commit They want to Comprehend They are Communicators They Compare They Command Africa Asia Middle East Latin America / Caribbean Europe Oceania/Australia North America 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 356% 37% The average time spent on social networks is 3.2hrs per day Vibrant communities are built on purpose, value and shared ownership Facebook YouTube Twitter Google Plus Linkedin Tumblr Instagram Pinterest 1000+ million 800 million 500 million 340 million 200 million 150 million 100 million 25 million 1000+ Million 800 Million 500 Million 340 Million 200 Million 150 Million 100 Million 25 Million 70% of brands ignore complaints on Twitter 83% of people who complained on Twitter loved the response from those companies that did make the effort. 55% of consumers share their purchase socially on Facebook, Twitter, Pinterest and other social sites 10million 58 % of social media users want exclusive brand content 58% 55% 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 78% 82% 53% of active adult social networking users follow a brand social media user who receive excellent customer service from brand, spend an average of 21% more than non-social customers 61% of consumers are more inclined to spend more money with retailers that implement their recommendations Follow With the advent of the social web, they are now savvy customers and they have a voice 1 2 3 4 5 6 7 8 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 .