A retrospective of the Google micro-moment Kool-Aid | Customer Experience


If you aren’t aware of micro-moments, well, I’m not sure where you have been.  The concept is simple – identifying the touch points and desires of your customers and matching them with a feature, function, content or device which reduces their frustration, friction or at least matches their expectation.

So…… Customer Experience.

We thought it would be fun to take a look at the history of Google and their products and assign a micr0-moment against them.  We assume they didn’t have this approach on themselves from the beginning, but it sure is fun to speculate – and it seems to put proof on paper that paying attention to what customers need – is a steadfast approach to products and services alike.
We hope you’ll like it and share it with your communities.


concept and data: Jason Fields
Visualization: Carolina Coviello