social commerce | beyond transactions
Post on 17-Oct-2014
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DESCRIPTION
A short presentation on emerging trends in social commerce, the fusion of e-commerce and social media, with a focus on moving beyond transactions and towards relationships. Brands covered include Starbucks, Levi's Diesel, Apple, P&G, Disney, Kenmore, Domino'sTRANSCRIPT
Social Commerce
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Beyond Transactions
Dr Paul MarsdenSocial Media StrategistSyzygy Group
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Social Commerce for brands is EVOLVING...
Adding Social Mediato E-Commerce Platforms
Adding E-Commerce toSocial Media Platforms
What’s Next??????????
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You’ve got the bases covered... social media on your e-commerce platform to increase traffic, order value and conversion - and reduce support and returns costs
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The job has been made easier with Facebook social plugins...
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And for brands new to e-commerce, you’ve added e-commerce to social media platforms; a ‘DTC* sand box’ using the LEAD strategy
Listen
Experiment
Adapt
Develop
➫➫
➫
*Direct to Consumer
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IS THAT IT?
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“One more thing...”
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Use social commerce to build RELATIONSHIPS not just transactions
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Not any relationship, but PROFITABLE relationships; users who buy more, for more, more often - for longer
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HOW?
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Customer economics 101: Value of a customer is not just what they’ve spent with you, but what they will spend with you over the lifetime of the relationship...
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..plus their referral value - the value of bringing you new customers by word of mouth
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So why not use social commerce for loyalty and referral marketing?
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Loyalty campaigns in social media...
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Loyalty campaigns in social media...
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Loyalty campaigns in social media...
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Loyalty campaigns in social media...
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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - Pop up ‘tryvertising’ stores in social media
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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - Pop up ‘tryvertising’ stores in social media
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Harnessing the referral value of customers
“Social commerce is the concept of word of mouth applied
to e-commerce”
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Referral campaigns in social media...
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Referral campaigns in social media... ‘social affiliates’
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Referral campaigns in social media... ‘social affiliates’
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Beyond campaigns and programs: One thing drives both LOYALTY and REFERRAL - customer experience
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Using social media to deliver expectation-beating customer experiences
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Using social media to deliver expectation-beating customer experiences
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Using social media to deliver expectation-beating customer experiences
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Social Commerce - Beyond Transactions...
Adding social media to e-commerce platforms
Adding e-commerce to social media platforms
Running loyalty campaigns in social media
Running referral campaigns in social media
Using social media for customer experience management
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Thank youwww.socialcommercetoday.com