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Social	  Media	  for	  Retail:	  Transla3ng	  “Posts”	  Into	  Profits	  Presented by Session sponsored by
#CCSeries13About	  CCS	  2013	  ü 9 Webinars, 4 Daysü Sessions covering Mobile,Social, Store Ops,X-Channel, and moreü F...
#CCSeries13Follow	  The	  Webcast	  On	  Twi:er	  #CCSeries13	  @ConnectConsumer	  @RTouchPoints	  
#CCSeries13About	  Retail	  TouchPoints	  ü Launched in 2007ü More than 25,000 subscribersü Provide executives with rel...
#CCSeries13BrightTALK	  
#CCSeries13Today’s	  Panelists	  Leslie BelcherRetail Industry MarketDevelopment ManagerMicrosoftAlicia FiorlettaAssociate...
Facebook"  Worldwide there over a Billion users on Facebook,"  Every 60 seconds on Facebook: 510 comments are posted, 293,...
Increasing Customer Loyalty via Social MediaThere are many tactics to choose from, but most effective are those thatcreate...
PERSONAL: frommass merchandiseto personalmerchandiseSEAMLESS: connectwherever, whenever,on any deviceDIFFERENTIATED:from s...
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista, and other productnames are or may be...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
where	  technology	  meets	  inspira3on	  	  l	  	  	  ©2012.	  All	  rights	  reserved.	  where	  technology	  meets	  in...
#CCSeries13Q&A	  
#CCSeries13Panelists	  Leslie BelcherRetail Industry MarketDevelopment ManagerMicrosoftAlicia FiorlettaAssociate EditorRet...
#CCSeries13Thank	  You	  	  For	  Joining	  Us	  www.retailtouchpoints.com/connected-consumer-2013Embracing	  Analy3cs	  T...
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
Social Media for Retail: Translating “Posts” into Profits
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Social Media for Retail: Translating “Posts” into Profits

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According to Gartner, by 2014 social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20% of business uses. Tracking social presence via the number of followers and fans, traffic to web site, social mentions across platforms, share of social conversations and social influence are great ways to measure brand effectiveness – but what comes next? What are leading retailers doing today to mine this platform for actionable insight and truth? And how are they using that insight to meeting their growing business initiatives? Attend this session and learn: 1) Why joining the social media revolution is one of the top 5 ways to avoid losing customers this year; 2) The key data mining techniques and best practices for gaining actionable insight into your customers; and 3) How the right technology platforms can integrate your social media strategy with your overall business goals.

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Transcript of "Social Media for Retail: Translating “Posts” into Profits"

  1. 1. Social  Media  for  Retail:  Transla3ng  “Posts”  Into  Profits  Presented by Session sponsored by
  2. 2. #CCSeries13About  CCS  2013  ü 9 Webinars, 4 Daysü Sessions covering Mobile,Social, Store Ops,X-Channel, and moreü Featuring industryanalysts and consultantsü Free for Retail executiveswww.retailtouchpoints.com/connected-consumer-2013
  3. 3. #CCSeries13Follow  The  Webcast  On  Twi:er  #CCSeries13  @ConnectConsumer  @RTouchPoints  
  4. 4. #CCSeries13About  Retail  TouchPoints  ü Launched in 2007ü More than 25,000 subscribersü Provide executives with relevant,insightful contentü Free Resources such as White Papers,E-book, Webinars, Research andPodcastswww.RetailTouchPoints.com
  5. 5. #CCSeries13BrightTALK  
  6. 6. #CCSeries13Today’s  Panelists  Leslie BelcherRetail Industry MarketDevelopment ManagerMicrosoftAlicia FiorlettaAssociate EditorRetail TouchPointsMODERATORGeorge CaseyCTO and SVP,MarketingJunction Solutions
  7. 7. Facebook"  Worldwide there over a Billion users on Facebook,"  Every 60 seconds on Facebook: 510 comments are posted, 293,000 statuses are updated, and136,000 photos are uploaded,"  50% of 18-24 year-olds go on Facebook when they wake up,"  One in five page views in the United States occurs on Facebook.Twitter"  Twitter has 140 Million active users,"  Sees 340 million tweets per day,"  About half of the world’s Twitter users are from the USA,"  Every second 750 tweets are being shared on Twitter.YouTube"  More than 1 billion unique users visit YouTube each month,"  Over 4 billion hours of video are watched each month on YouTube,"  72 hours of video are uploaded to YouTube every minute,"  70% of YouTube traffic comes from outside the US,"  In 2011, YouTube had more than 1 trillion views or around 140 views for every person on Earth.
  8. 8. Increasing Customer Loyalty via Social MediaThere are many tactics to choose from, but most effective are those thatcreate or strengthen customer connections:"  Crowdsourcing"  Online communities or forums"  Coordinated events that bring them together"  Platform to turn loyal shoppers into evangelists"  Gamification (repurchasing and loyalty)"  User-generated content
  9. 9. PERSONAL: frommass merchandiseto personalmerchandiseSEAMLESS: connectwherever, whenever,on any deviceDIFFERENTIATED:from standard tostandoutCONNECTEDWITHOUTCOMPROMISE: listen,learn and respond tocustomersPERSONALLYRELEVANT: increaseproductivity & focuson customersAGILE &OPPORTUNISTIC:anticipate trends,stop reacting, startbeing strategicThe Dynamic Business
  10. 10. © 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista, and other productnames are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of MicrosoftCorporation as of the date of this presentation. Because Microsoft must respond to changing marketconditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannotguarantee the accuracy of any information provided after the date of this presentation. MICROSOFTMAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THISPRESENTATION.
  11. 11. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  
  12. 12. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  Attitude, Behaviors and Social Media
  13. 13. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  Social Media – The Everlasting FrontiereBook “The Top 5 Ways to Avoid Losing Customers This Year” Retail TouchPoints& Junction Solutions 2013
  14. 14. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  Descriptive Data (Who?)• Attributes• Demographics• Self-reported infoAttitudinalData (Why?)• Opinions• Preferences• Needs andDesiresInteraction Data (How?)• E-mail/Social Media Transcripts• Call Center Notes• Clickstream AnalysisBehavioralData(What?)• Transactions• Payment History• UsageInformationThe New 360-degree View of the CustomerAnalytics Magazine “Comprehending the Complete Customer” 2013
  15. 15. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  Capturing the Digital FootprintBy adding the “Pin It” button to tens ofthousands of pages, within a few months,Pinterest became a top 10 referring site forSephora.com in 2012.eBook “The Top 5 Ways to Avoid Losing Customers This Year” Retail TouchPoints& Junction Solutions 2013
  16. 16. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  •  Requires a discovery-driven approach–  Need the right “mindset” to be able to solve theproblem efficiently–  Start with the “data story” rather than the businessproblemThe Unstructured Data ProblemAnalytics Magazine “Comprehending the Complete Customer” 2013
  17. 17. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  MINDSET– WHY?•  How to overcome our biases forstructured data?•  Hypothesis vs. discovery-drivenapproaches•  What customer problems can we solveand how?SKILL SET – HOW?•  Storage•  Manipulation•  Appreciation for quantitativetechniquesDATA SET – WHAT?•  Descriptive data•  Attitudinal data•  Interaction data•  Behavioral dataHypothesis Models vs. Data-Driven DiscoveryAnalytics Magazine “Comprehending the Complete Customer” 2013
  18. 18. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  Integration, Insight and Action
  19. 19. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  
  20. 20. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  
  21. 21. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  
  22. 22. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  The 4 Keys to Integrate Attitude & Behavior1.)  Behavioral  profiling  of  various  aLtudinal  segments  2.)  Understanding  the  linkage  between  behavioral  and  aLtudinal  data  3.)  Behavioral  segmenta3on  of  the  user  base,  with  an  aLtudinal  validaNon  4.)  Event  triggers  and  longitudinal  analysis    Analytics Magazine “Comprehending the Complete Customer” 2013
  23. 23. where  technology  meets  inspira3on    l      ©2012.  All  rights  reserved.  where  technology  meets  inspira3on  
  24. 24. #CCSeries13Q&A  
  25. 25. #CCSeries13Panelists  Leslie BelcherRetail Industry MarketDevelopment ManagerMicrosoftAlicia FiorlettaAssociate EditorRetail TouchPointsMODERATORGeorge CaseyCTO and SVP,MarketingJunction Solutions
  26. 26. #CCSeries13Thank  You    For  Joining  Us  www.retailtouchpoints.com/connected-consumer-2013Embracing  Analy3cs  To  Boost  Profits  And  Loyalty  Tomorrow, 12 PM ET / 9 AM PTThe next Connected Consumer Series session…
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