Social Commerce as Customer Experience

837 views

Published on

Understanding social commerce and what it means in today's digital e-commerce driven economy. Presentation for the 2011 Litle Client Conference.

Published in: Business, Technology
0 Comments
2 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
837
On SlideShare
0
From Embeds
0
Number of Embeds
14
Actions
Shares
0
Downloads
13
Comments
0
Likes
2
Embeds 0
No embeds

No notes for slide
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • \n
  • Social Commerce as Customer Experience

    1. 1. SOCIAL COMMERCEAS CUSTOMER EXPERIENCE #lccsocialcom
    2. 2. WHAT IS SOCIAL COMMERCE? AKA SOCIAL SHOPPING
    3. 3. FACT #1WE CARE ABOUT WHAT OTHER PEOPLE LIKE.
    4. 4. LIKEONOMICS “5 BIG INSIGHTS”Upcoming book from Rohit Bhargava of Ogilvy www.likeonomics.com
    5. 5. INSIGHT #1 THERE IS A MODERN BELIEVABILITY CRISIS• Overlyhyped marketing messages and corporate greed have led consumers toward a fundamental distrust of business. • Social media is bringing more visibility to it, as people have more ways to uncover it than ever before.• This is the modern believability crisis, and it is impacting every form of communication. - Rohit Bhargava, Likeonomics.com
    6. 6. INSIGHT #2 PEOPLE MAKE DECISIONS EMOTIONALLY, NOT LOGICALLY• Thishas driven marketers and advertisers absolutely insane for a very long time.• Theway we make decisions has not changed, but our understanding of it has.• Bestselling books like Predictably Irrational, Blink, and Sway – as well as mountains of new brain research point to the fact that people are inherently irrational and that emotions play a fundamental and often misunderstood role in decision making. - Rohit Bhargava, Likeonomics.com
    7. 7. INSIGHT #3STORIES ARE THE MOST COMPELLING FORM OF COMMUNICATION• Related to our understanding of the power of emotion is the growing attention on storytelling as the ultimate form of communication, as it has been for thousands of years.• Thepeople and organizations who tell better stories are the ones that inspire movements, get elected or sell millions of products. - Rohit Bhargava, Likeonomics.com
    8. 8. INSIGHT #4SIMPLICITY IS THE FOUNDATION OF ALL GREAT COMMUNICATIONS• Peopleare paralyzed by too much choice and nothing can kill an idea faster than complexity. • The most iconic products and services of today, from the iPad to the Dyson Vacuum to the Flip Camera to Twitter all owe a great part of their success to their inherent ability to simplify everything about their experiences.• Simplicity is the secret weapon. - Rohit Bhargava, Likeonomics.com
    9. 9. INSIGHT #5 IN STRANGERS (AND “MICROEXPERTISE”) WE TRUST• Wikipedia is only the most visible example of a revolution in trust that has meant that people are going online and trusting the opinions and expertise of people who they don’t know. • Content creation, aggregation and now … content curation are all new forms of microinfluence and they are shifting everything we know about trust. - Rohit Bhargava, Likeonomics.com
    10. 10. FACT #2 NO ONE LIKESADVERTISEMENTS
    11. 11. It’s evident.
    12. 12. FACT #3WE USE SOCIAL NETWORKS
    13. 13. THE PARTICIPATORY WEB
    14. 14. A TREND IS DEVELOPING
    15. 15. THE MILLENIALS ARE COMING And it’s not grampa’s Internet anymore.
    16. 16. OUR SOCIAL GRAPH INFLUENCES OUR CONSUMER BEHAVIORS. i.e., reviews, votes, comments, recommendations
    17. 17. YET ONLY 20% OFCOMPANIES HAVE ASOCIAL COMMERCE STRATEGY! But that’s changing, fast. 86% of those companiespolled plan to have a strategy in place in 2011. - Altimeter Group
    18. 18. “SOCIAL COMMERCE IS THE USE OFSOCIAL STRATEGIES TO ANTICIPATE, PERSONALIZE AND ENERGIZE THE SHOPPING EXPERIENCE.” - Altimeter Group
    19. 19. 3 “if I had to guesssocial commerceis the next area to really blow up" Mark Zuckerberg August 23rd 2010
    20. 20. TWO FORMS OF SOCIALCOMMERCE
    21. 21. 1. SOCIAL MEDIA ONECOMMERCE PLATFORMShelping people connect where they buy
    22. 22. 2. ECOMMERCE ON SOCIAL MEDIA PLATFORMS helping people buy where they connect
    23. 23. SIX MEDIUMS OF SOCIAL COMMERCE
    24. 24. RATINGS & REVIEWS
    25. 25. RECOMMENDATIONS & REFERRALS
    26. 26. FORUMS & COMMUNITIES
    27. 27. SOCIAL SHOPPING
    28. 28. GROUP BUYING
    29. 29. PURCHASE SHARING
    30. 30. SIXDIMENSIONS OF SOCIALCOMMERCE
    31. 31. SCARCITY less is more
    32. 32. AFFINITYshop with like-minded people
    33. 33. POPULARITY follow the crowd
    34. 34. RECIPROCITYYou scratch my back, I’ll scratch yours.
    35. 35. AUTHORITYfollow the leader, “we are the experts”
    36. 36. CONSISTENCY one step at a time
    37. 37. YOUR CUSTOMERS ARE ALREADY DOING ITuse these ingredients to optimize the customer experience
    38. 38. WHAT ARE YOU DOING? Q&A
    39. 39. THANK YOU Ben SarenVice President, Marketing Litle & Co. bsaren@litle.com @bsaren

    ×