Google's Zero Moment of Truth

This summer I am interning (Google BOLD) at Google in Chicago, working in the Consumer Packaged Goods under Catherine Roe. I am just getting started, and I am truly excited about what I'll be putting my efforts to over the next couple of months, and the quality of people in my team, especially those guiding me. The following is a blog post from the CPG blog about the Zero Moment of Truth that I really enjoyed. Lets make the case for online marketing's influence on consumer decisions.

I recall my father, Ysaac Akinin, saying once: "products on the shelves, most likely, don't get a second chance to a first impression." The depth of this statement in the areas of marketing, product diffusion and adoption and general merchandising is unique. Keep this phrase in mind as I go over a consumer's Moment of Truth.

The term "First Moment of Truth" (commonly called FMOT) was coined by Procter & Gamble in 2005 to define the first interaction between a shopper and a product on a store's shelf. This moment was considered one of the most important marketing opportunities for a brand, as P&G asserted -- and others believed -- that shoppers make up their mind about a product in the first few seconds after they encounter that product for the first time. While this first moment of truth is still important, the rise of full internet adoption and increased search engine use often lead to many brand interactions taking place between a consumer and a brand before that consumer ever sees a product on a shelf. This phenomena is what we are calling the "Zero Moment of Truth", or ZMOT.

We've pulled together some data which supports this new phenomenon.

Data from IRI's latest Economic Longtitude 2009 study shows that 83% of shoppers make their purchase decisions prior to entering a store:


We've seen an increase in searches, over time, for Food & Drink, and Beauty & Personal Care:

Google Insights for Search
	Gadgets powered by Google

SKU proliferation in the marketplace and more complex product ingredients, additives and benefits (i.e. anti-wrinkle, probiotics, acai, stevia) have given consumers more reason to turn to search engines to help them in the decision-making process.

P&G and other companies have started to re-evaluate a brand's true First Moment of Truth. For example, Peter Hoyt, Executive Director of In-Store Marketing Institute, talks about P&G's shift to focus on the notion of "Store Back" -- equivalent to what we are calling the Zero Moment of Truth.



What does ZMOT mean for marketers? It means that marketers need to button up their pull marketing strategies, not only the push strategies, and find ways to connect the two. Marketers need to ensure that a consumer has a consistent and positive experience -- from the Zero Moment of Truth to the point of purchase and beyond -- by getting in front of a consumer with the right brand message early in the process of discovery, and staying there along the way.
(credit: Jenny Liu) This is potentially the second chance to a first impression!