SoMoLo: A Profile of Today’s Connected Customer [INFOGRAPHIC]


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Two of the most disruptive technologies in the last decade have combined to create a customer experience challenge – or opportunity – depending on how you look at it and how prepared your brand is. The SoMoLo (Social-Mobile-Local) customer demands a real-time customer experience, consulting their smartphone and social media to make purchasing, brand loyalty and influencing decisions at every turn.

Consider these 2012 stats from Epathica:

  • At least half of consumers with smartphones have searched for online reviews about a retailer on location.
  • 55 percent of smartphone owners report that they have used their devices to check and compare prices while shopping.
  • Nearly three-quarters of consumers use Facebook to make retail or restaurant decisions, while half of consumers have tried a new brand due to a social media recommendation.
  • One in 10 smartphone owners have written a review on a website or social media platform while in-store.

This featured infographic by Parature’s Rachel Begeman provides a detailed profile of the SoMoLo customer, a customer we’ll all be seeing much, much more of in the near future:

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.


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