Evolving Customer Journey

Why Customer Engagement Matters in Digital Era?

Source: Think with Google

How Influential they are?

Read Newspaper/

Magazines Articles or Ads

Saw Advertisements on

televisions

Sources: Consumer Barometer 2016

50%

54%

Searched online with

a search engine

Comparison shopped

rates online

16%

30%

Social Media

Active Users

15.5 Million

20.6M 68% 18.0M 25hrs/weekTotal number

of active

mobile

internet users

Internet

users as a

percentage

of the total

population

Total

number of

active

internet

users

Source: we are socials 2016

Source: Zenith Media

Online Information Sources

Search Engines

Social Networks

Online Videos

Product Information

Maps & Directions

79%

84%

53%

78%

58%

Source: Consumer Barometer 2016

Compare products / prices / features

online

Looked for opinions / Reviews / Advice Online

Location Based Info Watch Relevant Videos Online

55% 30%

41% 17%

What Information are they looking for?

Impact of Different Channels

Stimulus ZMOT FMOT

How to Ensure Every Channel Drives Sales?Dynamically adjusting our media spend using Channel Attribution

Brochure Salesperson Cashier Product

Purchase

d

Length of Purchase Cycle

Restaurants

FMCG

Travel

Tech

Auto

Finance:

Investment

Banking

Insurance

Considered Purchase Spontaneous Purchase

•

•

•

•

•

•

•

•

Multi Device Tracking

TabletDesktop

Desktop

Mobile

Key Takeaways

To be present in every moment

Mobile moments have seen a staggering increase