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ANSWER ME NOW! 
Insights into the modern mobile and 
social media wielding customer
2
h$ps://plus.google.com/+Scobleizer/posts/TcaqNeYJWXo 
3
MOBILE 
According to the SOASTA report 84% 
of Americans check mobile apps 
before they do anything else in the 
morning; ...
h$p://www.nielsen.com/us/en/insights/news/2014/mobile-­‐millennials-­‐over-­‐85-­‐percent-­‐of-­‐generaOon-­‐y-­‐owns-­‐sm...
h$p://www.flurry.com/blog/flurry-­‐insights/mobile-­‐television-­‐we-­‐interrupt-­‐broadcast-­‐again 
6
SOCIAL MEDIA 
7 
h$p://press.experian.com/United-­‐States/Press-­‐Release/experian-­‐markeOng-­‐services-­‐reveals-­‐27-­‐...
8
9 
SENSORS
BIG DATA 
10
GPS LOCATION 
11
MOMENT OF NEED 
12
13 
h$ps://flic.kr/p/pf4KcK
I need the information right now, no 
matter what device I’m using. It needs 
to help me and, BTW, I need to find 
interes...
BE FOUND 
15
BE FLEXIBLE 
h$p://vartechable.com/how-­‐to-­‐test-­‐a-­‐website-­‐at-­‐different-­‐screen-­‐resoluOons-­‐a1n6d-­‐ 
sizes
BE HELPFUL 
h$p://www.youOlitybo1o7k. 
com/
BE INTERESTING 
18
MOMENT OF NEED + 
EMOTION/LOGIC BALANCE 
19
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? C...
BE THE EXPERT CHOICE 
21
BE EASY 
22
BE TRANSPARENT 
23
MOMENT OF NEED + 
EMOTION/LOGIC BALANCE + 
WHITE GLOVE LOVE 
24
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 go...
BE QUICK 
26
BE COLLABORATIVE 
27
BE RESPONSIVE 
28
29
What did we learn today 
01 
02 
03 
Social and mobile are currently transforming all 
communications and marketing and go...
31
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2015 Digital Consumer Insights - What To Do About The Modern Mobile and Social Media Wielding Customer

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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

Published in: Marketing
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2015 Digital Consumer Insights - What To Do About The Modern Mobile and Social Media Wielding Customer

  1. 1. ANSWER ME NOW! Insights into the modern mobile and social media wielding customer
  2. 2. 2
  3. 3. h$ps://plus.google.com/+Scobleizer/posts/TcaqNeYJWXo 3
  4. 4. MOBILE According to the SOASTA report 84% of Americans check mobile apps before they do anything else in the morning; of those attached to their apps, most are checking email (67%) or weather (45%) but more than one-third are checking in with social networks (40%) or news sites (35%). h$p://www.cabeau.com/blog/wp-­‐content/uploads/2014/02/guy-­‐checking-­‐cell-­‐in-­‐bed.jpg
  5. 5. h$p://www.nielsen.com/us/en/insights/news/2014/mobile-­‐millennials-­‐over-­‐85-­‐percent-­‐of-­‐generaOon-­‐y-­‐owns-­‐smartphones.html WHOA 5
  6. 6. h$p://www.flurry.com/blog/flurry-­‐insights/mobile-­‐television-­‐we-­‐interrupt-­‐broadcast-­‐again 6
  7. 7. SOCIAL MEDIA 7 h$p://press.experian.com/United-­‐States/Press-­‐Release/experian-­‐markeOng-­‐services-­‐reveals-­‐27-­‐percent-­‐of-­‐Ome-­‐spent-­‐online-­‐is-­‐on-­‐social-­‐networking.aspx
  8. 8. 8
  9. 9. 9 SENSORS
  10. 10. BIG DATA 10
  11. 11. GPS LOCATION 11
  12. 12. MOMENT OF NEED 12
  13. 13. 13 h$ps://flic.kr/p/pf4KcK
  14. 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 14
  15. 15. BE FOUND 15
  16. 16. BE FLEXIBLE h$p://vartechable.com/how-­‐to-­‐test-­‐a-­‐website-­‐at-­‐different-­‐screen-­‐resoluOons-­‐a1n6d-­‐ sizes
  17. 17. BE HELPFUL h$p://www.youOlitybo1o7k. com/
  18. 18. BE INTERESTING 18
  19. 19. MOMENT OF NEED + EMOTION/LOGIC BALANCE 19
  20. 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? 20
  21. 21. BE THE EXPERT CHOICE 21
  22. 22. BE EASY 22
  23. 23. BE TRANSPARENT 23
  24. 24. MOMENT OF NEED + EMOTION/LOGIC BALANCE + WHITE GLOVE LOVE 24
  25. 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. 25
  26. 26. BE QUICK 26
  27. 27. BE COLLABORATIVE 27
  28. 28. BE RESPONSIVE 28
  29. 29. 29
  30. 30. What did we learn today 01 02 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. 30
  31. 31. 31

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