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Transcript of Today's Consumers
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
Sources1. http://socialmediapearls.com/todays-consumer-habits-comsumer/2. http://www.thecultureist.com/2013/05/09/how-many-people-use-the-internet-more-than-2-billion-infographic/3. http://thesocialskinny.com/216-social-media-and-internet-statistics-september-2012/4. http://www.mediabistro.com/alltwitter/twitter-business_b224525. http://www-304.ibm.com/businesscenter/cpe/html0/195803.html6. http://www.cmo.com/content/cmo-com/home/articles/2013/5/3/experience_creates_m.frame.html7. http://www.slideshare.net/agentwildfire/wikibrands-new-marketing-20128. http://techcrunch.com/2013/04/11/after-7-years-50k-storefronts-launched-shopify-launches-major-redesign-to-simplify-online-store-building/
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
YouTube
Google Plus
Tumblr
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 content58%
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
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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 emaili 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 .
