10CMS deep social customer engagement

by fergalom on May 20, 2011

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Presentation by Head of User Experience Mo Syed from 10CMS explains the key elements to effective social interaction for online retail brands. ...

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Presentation by Head of User Experience Mo Syed from 10CMS explains the key elements to effective social interaction for online retail brands.

The presentation took place on the 19th May 2011 at the Great Big Debate on Social Media in Retail in the debating chamber at the London County Hall.

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10CMS deep social customer engagement — Presentation Transcript

The psychology & user experience of
social commerce
Mo Syed
Head of User Experience, 10CMS

What is social commerce?

Brand engagement
= sales

2
There are
types of
brand engagement.

Thick & Thin

Thick
Sustainable
Meaningful
Authentic
Creates social interactions

In social media
what do your customers
really care about?

4
reasons they care

1
Social recognition

2
Belonging with the group

3
Develop & express identity

I am…
the
videos I watch
the web pages I
the new
I just reviewed

4
Learn & create

Get recognised, identify, belong, learn & create:
Burberry
Art of the trench

Iconic personality
Builds aspirational feel
& creative credibility
Be part of the look
Shoot the style

How do we create the best user experience for engagement in social commerce?

Social drives engagement with the experience.

Remove the effort in performing key interactions.

Social commerce is impulse driven.

Keep purchase paths short from where social interactions happen.

The Conran Shop
user generated scrapbook – 10CMS powered

Thank you.

10CMS deep social customer engagement

by fergalom on May 20, 2011

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10CMS deep social customer engagement — Presentation Transcript