How Mobile is Changing Customer Touch Points

Customer Touch points and catching consumers during their day to day activities is what we all strive to achieve as marketers.This scene has dramatically changed even over the last 18 mtonhs. This mirco-moments are the new battleground for attention.

How many of you have your phone as your lifeline? Do you feel naked if you leave home without it? According to Mitket and Zogby Analytics (10/2104) 87% of millennials have their smartphone by their side day and night. This little device has changed our lives.

87% of us do research before entering a store

So what are these micro moments or touch points that are changing our behaviour from texting in a cafe, to listening to a podcast on the train to checking our Facebook update. Here are some interesting stats from Google Research.

91% of us turn to our phones for ideas in the middle of a task - we are making 100s of tiny decisions

20% of us are using mobile in online shared sessions

65% of us look for the most relevant information regardless of the company providing it

60% increased using our mobiles for bookings from Uber to Menulog

90% are not certain of the brand they are looking for online

65% check out something we see on the TV our smart phones if interested

70% of us search "how toos" on You Tube

73% getting useful information is the most important attribute when selecting a brand

90% of us say we use multiple screens every day to look and book for hotels, shopping and electronics

40% of us research on a smartphone and then purchase on the desktop

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