When I look at how Google is investing in analyzing the online buyer’s journey – breaking it down into a series of what it called ‘micro-moments’ – little understood inflection points when the buyer reaches each mini-decision stage – I wonder why most enterprise vendors aren’t doing the same.
I remember talking with the marketing VP of a well-known accounting software co. a few years back and his belief that the only stand-out decision points for buyers of his software were simply “does it have the functionality I need?” and “can I easily integrate it into my existing processes?”. He felt that if they could tick both of those boxes – and the buyer was aware of his firm’s software – then the sale was all but certain. His view was that his audience would be idiots not to choose his software. He was leaving a lot to chance.
Every purchase has micro-moments. If I think back to recent purchases I’ve made, they certainly occurred, even if I hadn’t planned them. With online and mobile purchasing there are now many more than we were used to a decade ago. But they’ve always existed. How many vendors today have really spent time breaking down the steps in their buyer’s journey? I think remarkably few. Respect to Google.
The marketing VP I mentioned clearly didn’t believe in any ‘micro-moments’. I should check if he’s still employed there.