mobile customers

How To Win Customers In Their Moments Of Need

Ekaterina Lepikhina Marketing

Only 9% of users will stay on your mobile site or app if it doesn’t solve their problems. If you want to win your customers in their moments of need, you have to be useful. And that means your site needs to connect mobile users to what they’re looking for in real-time and provide problem-solving information when they need it. What are these moments of need and how do you become useful?

millenials phones

I-Want-To-Know Moments

From “What is the best Chinese restaurant in town?” to “How can I share files with friends?” or “What brand makes gluten-free pasta?” consumers are using their phones to learn in the moment. Simply because mobile is their ultimate information pool in their purchase journey. 69% of mobile users are more likely to buy from brands that are providing answers to their questions not pushing hard sales.

I-Want-To-Go Moments

When using their smartphones, consumers are looking for a connection to the world around them. Customizing your site’s information to customers’ location is crucial for all businesses. More than 60% of mobile users are more likely to buy from companies whose mobile sites or apps show a nearby store, hours, directions, product in stock, local reviews etc.

mobile app marketing

I-Want-To-Do Moments

Modern consumers know that there is nothing that you can’t learn online. Mobile users are looking for at-the-moment help with getting something done or learning something new. From “How To Color Your Hair Perfect Blond” to “How To Fix A Broken Fence”, people rely on instructions and often times, instructional videos. 48% of mobile users are more likely to buy from businesses whose mobile sites provide instructional video content.

video content

I-Want-To-Buy Moments

These moments are the most important and can happen anytime and anywhere. From the mom who wants to buy a stroller for the baby to the young professional who wants the new watch similar to the one his coworker has, these consumers are ready to purchase from whichever company makes it easiest to buy. Make sure your mobile site or app is empowering consumers to check out in whatever way it is convenient for them: on-the-go, in your store, while watching a football game etc. Eliminate unneccesary steps in their buying journey, anticipate their needs and be the fastest in load time.

mobile marketing speed

Being useful in those moments of need matters. More than half of smartphone users have purchased from a company/brand other than the one they initially planned to because the information provided helped to solve their problems.

micro moments

Start by getting to know your mobile customer better. Think about their behavior, user experience on your site and relevancy of your content. Contact our online marketing experts for a free consultation.

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