This document discusses how customers experience "micro-moments" at different touchpoints along their journey. It defines micro-moments as critical moments that ultimately determine customer outcomes. It provides examples of common micro-moments people experience, such as when they want to know information, find a nearby business, learn how to do something, or make a purchase. It emphasizes that companies should focus on optimizing these micro-moments of customer experience in order to drive micro-conversions and improve customer retention rates.

1. Owning The Micro-moments
of Customer Experience

2. Matt Hensler
@matthensler
@goallbound
#NeverSellAlone

3. A B O U T M AT T H E N S L E R

4. A B O U T M AT T H E N S L E R

5. A B O U T M AT T H E N S L E R

6. A B O U T A L L B O U N D

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. 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. 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. 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. 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. 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. 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. 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. mhensler@allbound.com
•@matthensler
•@goallbound
•#NeverSellAlone