Owning The Micro-moments of Customer Experience

Matt Hensler@matthensler

@goallbound

#NeverSellAlone

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

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

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

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

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.

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.com2salesforce.com

40% of customers are failing to find answers on their own.2

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.com4salesforce.com

Over the next 12 to 18 months, mobile service requests will increase 20%.4

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.com6salesforce.com

High performing organizations predict customer service needs 3x more often.6

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.com8salesforce.com

34% of millennials would rather get their teeth cleaned than call customer service.8

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

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

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.

mhensler@allbound.com•@matthensler

•@goallbound

•#NeverSellAlone