Social Media for Online Retailers

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One day conference to provide an overview of the retailer and consumer benefits of open standard identity platform solutions including OpenID, OAuth, Portable Contacts, Activity Streams, Open Social, etc.

Additionally, technology and solution providers will be soliciting input and feedback from retailers on how these technologies should evolve to provide further benefits to retailers and their customers.

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Social Media for Online Retailers

  1. 1. OIDF Social Media for Retailers SummitMarch 8th, 2011<br />
  2. 2. Thoughts to Consider…<br />Consumers want to research and execute purchases on the web, and the trend is accelerating with younger generations<br />In order to gain mindshare and market share, you need to know more about customers<br />With more consumers and retailers interacting via the web, “identity fatigue” is becoming an issue: “if its too much effort I’ll just buy it from Amazon”<br />How do you get more visitors to register on your website, remain engaged, and login early during each return visit? How do you ensure that user profile data is complete and up-to-date?<br />Social Commerce is a reality. What friends recommend is becoming more important than banner ads, search results, or even customer ratings and independent reviews<br />How can you leverage the personal networks of your customers?<br />How do you turn customers into advocates on the internet beyond your website?<br />How can you bring friends and colleagues of your customers to your website?<br />2<br />
  3. 3. Social Marketing<br />Thetrust factor of friends’ suggestions can make a big difference. Loopt’s users are 20X more likely to click on a place their friends had liked or visited than a place that simply ranked higher in search results.<br />“Improving search has always been about improving relevance,” Augie Ray of Forrestersaid. “But the thinking now is that getting information from your immediate social networkis what will really make results more relevant.”<br />“People are likely to find what your friends are saying about the iPhone 4 or a Chinese restaurantmore helpful in a Web search,” said Matt Cutts, a software engineer who oversees search quality at Google.<br />3<br />NY Times: Search Takes a Social Turn<br />http://www.nytimes.com/2010/09/13/technology/13search.html<br />
  4. 4. Benefits of 3rd Party ID and Social Networks for Retailers<br />Higher Registrations: Increase conversion of visitor to registered user by 25% to 50%*<br />Better Login: Reduce forgotten password costs and frustration by up to 50%*<br />Increased Referral Traffic, SEO, and Brand Projection: <br />Allow users to share activities (purchases, product reviews, blogs, surveys, video views) with friends on social networks (Facebook, Twitter, Yahoo, Google, MySpace, LinkedIn, Microsoft, etc.) with links back to your websites<br />Customers as advocates, project your brand beyond your website, links back improve SEO<br />Websites seeing anywhere from 5 to 25* referral visits for each social publishing link<br />Referral visitors are highly qualified and come with active identity accounts for easy registration & login<br />Collecting Rich Customer Data: Build richer customer profiles by using customers’ existing online accounts - name, verified email address, shipping address**, phone**, payment info**, nickname, language, zip code, age, friends lists, address books, personal interests & hobbies, photos, etc.<br />Improved Mobile Experience: Provide a much quicker and simpler user experience via mobile applications<br />Website Federation: Single sign-on (SSO) for your customers across multiple web properties and component solutions (commenting, rating and reviews, customer feedback, community, etc.).<br />4<br /> *Statistics from Janrain Customer Base<br />** Coming soon w/ selected providers<br />
  5. 5. OpenID Foundation<br />Founded in 2007<br />Non-profit, open-standard technology organization like Linux Foundation<br />Promoting open standards for user-managed identity<br />OpenID foundation supporters include:<br />5<br />
  6. 6. Who’s Benefitting from These Technologies?<br />News & Media<br />Retail<br />Govt & Non-Profit<br />Entertainment<br />Online Guides<br />6<br />
  7. 7. Also Integrated into Leading Technology PlatformsYou may already be using one of these on your websites…<br />Community <br />7<br />Content Communications <br />Customer Feedback<br />E-Commerce<br />
  8. 8. Sears Sign-in and Social Publishing DemoVisitor arrives at Sears website and clicks sign in…<br />8<br />
  9. 9. Offered choice of 3rd party ID providers…<br />9<br />
  10. 10. Customer selects Google and grants permission…<br />10<br />
  11. 11. Logged in, personalized experience…<br />11<br />
  12. 12. Offered opportunity to write a product review…<br />12<br />
  13. 13. Customer writes personal product review…<br />13<br />
  14. 14. Review received by Sears, offered chance to share…Can be configured for multiple social networks…<br />14<br />
  15. 15. Review published to multiple social networks…Friends (qualified traffic) click through to Sears, quickly register/login with social ID<br />15<br />
  16. 16. Increase Customer Lifetime Value<br />One click sign-in for return customers<br />More inclined to log-in early <br />Higher satisfaction, better targeting, lower support costs<br />16<br />
  17. 17. Customizable Sign-in Interfaces: Kodak“Join for FREE” call to action, familiar graphical interface for intuitive use<br />17<br />
  18. 18. Customizable Sign-in Interfaces: ZapposEmphasizing education on the new experience<br />18<br />
  19. 19. Customizable Sign-in Interfaces: DieselBold style, emphasizes certain ID providers<br />19<br />
  20. 20. Customizable Sign-in Interfaces: RedplumFavicons to trigger action, familiar graphical interface for intuitive use<br />20<br />
  21. 21. Customizable Sign-in Interfaces: HPFavicons for initial engagement, contextual messages for each ID provider<br />21<br />
  22. 22. Customizable “Social Publishing” InterfacesChoose which social networks to offer and how to present them…<br />22<br />
  23. 23. Fast Sign-in and Sharing for Mobile Apps*<br />Share via social networks, email, and SMS<br />Sign in with a single click<br />23<br />*Via Janrain open source libraries<br />
  24. 24. Detail on Rich Customer Data<br />24<br />* https://rpxnow.com/docs/providers<br />
  25. 25. Recap: Benefits for Retailers<br />Higher Registrations: Increase conversion of visitor to registered user by 25% to 50%*<br />Better Login: Reduce forgotten password costs and frustration by up to 50%*<br />Increased Referral Traffic, SEO, and Brand Projection: <br />Allow users to share activities (purchases, product reviews, blogs, surveys, video views) with friends on social networks (Facebook, Twitter, Yahoo, Google, MySpace, LinkedIn, Microsoft, etc.) with links back to your websites<br />Customers as advocates, project your brand beyond your website, links back improve SEO<br />Websites seeing anywhere from 5 to 25* referral visits for each social publishing link<br />Referral visitors are highly qualified and come with active identity accounts for easy registration & login<br />Collecting Rich Customer Data: Build richer customer profiles by using customers’ existing online accounts - name, verified email address, shipping address**, phone**, payment info**, nickname, language, zip code, age, friends lists, address books, personal interests & hobbies, photos, etc.<br />Improved Mobile Experience: Provide a much quicker and simpler user experience via mobile applications<br />Website Federation: Single sign-on (SSO) for your customers across multiple web properties and component solutions (commenting, rating and reviews, customer feedback, community, etc.).<br />25<br />
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