The Shifting Consumer Mindset

Transcription

1 How to achieve exceptional customer service for the new consumer Cary Sylvester

2 Cary Sylvester VP, Technology Innovation and Communications

3 Tell Keller Williams University what you think! Simply enter into any mobile device to complete your evaluation for this session.

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10 1. MOBILE MOMENTS 2. SMART THINGS 3. OPINIONS 4. SHARE ECONOMY 5. INSIGHTS

11 1 MOBILE MOMENTS Enter Big Idea Here

12 The expectation that I can get what I want in my immediate context and moments of need

13 Take me home

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15 The Mobile Mind Shift

16 2 SMART THINGS Enter Big Idea Here

17 Enter Big Idea Here 50bn devices by 2020

18 Enter Big Idea Here

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20 3 OPINIONS Enter Big Idea Here People Buy.

21 A brand is no longer what we tell consumers it is it is what consumers tell each other it is. Scott D. Cook, Founder, Intuit, Board of Directors, P&G

22 Consumers Trust Each Other Most 92% of consumers trust earned media above all other advertising 1 12x 1 Nielsen, emarketer, consumers trust consumer reviews more than brand advertising 2

23 The New Local Consumer 70% of consumers research online before purchasing 73% start their online research on search engines 76% think ads are either somewhat or very exaggerated Trusts12X more consumer recommendation over brand-generated marketing Checks 10.4 sources before making a purchase

24 Key Consumer Findings why Digital Word of Mouth (WOM) matters now Source: National Association of Realtors More 3 41% 4 Internet 5 out of 10 home buyers used the Internet to search for homes than 1/3 of home buyers' first step is looking online of buyers selected broker/agent through a referral and real estate agents remained the two highest-ranking sources by usefulness 91% of home buyers who used the Internet to search for homes purchased through an agent

25 Who Are Home Buyers? 31% Millennials/Gen Y 33 and younger (NAR, 2014) 30% Gen X 34 to 48 (NAR, 2014)

26 When making a purchase, which is most likely to influence your opinion?

27 Millennials The Prototype of the New Consumer 51% 59% 84% Trust strangers opinions over friends and family. List the Internet as their main news source. Are influenced by UGC study by Bazaarvoice and The Center for Generational Kinetics

28 PAID MEDIA VS. EARNED MEDIA Paid Advertising Your Website YOUR BRAND Your Social Media Efforts YOUR BRAND Signs Print Materials Campaigns

29 TESTIMONIAL VS. REVIEW

30 4 SHARE ECONOMY

31 Vacation Sharing

32 Transportation Sharing

33 Services Sharing

34 Clothing Sharing

35 5 INSIGHTS

36 What you will see with rapid data and social sharing is the death of the average and the era of you. Businesses will be able to truly serve the individual. Ginni Rometty IBM Chairman and CEO

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38 Enterprise Software Sales All Software Billions $ times faster growth than any other expenditure 0 Software Sales Big Data

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40 Real Estate Web Traffic ( )

41 Real Estate Web Traffic ( )

42 1. MOBILE MOMENTS 2. SMART THINGS 3. OPINIONS 4. SHARE ECONOMY 5. INSIGHTS

43 Thank You! Please complete an evaluation for this session. Use any mobile device! To download a free copy of this presentation: