Ps153 luxuryinteractive-may2011-final

604 views

Published on

Presentation given at Luxury Interactive 2011 on the subject of Social Retailing in the Luxury sector.

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

  • Be the first to like this

No Downloads
Views
Total views
604
On SlideShare
0
From Embeds
0
Number of Embeds
9
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Ps153 luxuryinteractive-may2011-final

  1. 1. Monetising Social Media “S-Retailing” Luxury Interactive London, May 2011www.ianjindal.com | www.internetretailing.net
  2. 2. 1.  Exploding Channels2.  PR3.  Character
  3. 3. Ian Jindal @ianjindal @etail @etailexpo
  4. 4. Ian Jindalwww.ianjindal.comhttp://twitter.com/ianjindal
  5. 5. Social Commerce – already here
  6. 6. What’s on your mind?Summary
  7. 7. Key trends for industry professionals - Survey
  8. 8. What’s on your mind?25% - Social Media-- “ROI” – we’re doing it, but don’t know how we’ll measure it…-- “Brand Integration”-- making sense of the customer relationship and experienceSummary-- developing the ‘online shopkeeper mentality’
  9. 9. The Social Customer
  10. 10. Social traffic to retailers exceeds email
  11. 11. Trend continued in 2010 http://weblogs.hitwise.com/heather-dougherty/2011/01/ holiday_retail_gets_more_socia.html
  12. 12. Television and Mobile
  13. 13. Television and Mobile
  14. 14. Reviews
  15. 15. Reviews• 215 billion user-generated impressions• 3500+ review impressions per second• 1,000+ retailers
  16. 16. Reviews ! Sephora products with 2 or more questions have a 22% higher conversion rate ! Customers’ own words ! 20x update frequency ! Without Q&A, this top ranked page would not exist ! 
  17. 17. Guerilla Commerce http://twitter.com/etail/tweetailers
  18. 18. Whither the ‘purchasing funnel’? http://www.kaushik.net/avinash/wp-content/uploads/2007/11/coradiant_reports.png
  19. 19. Social is not just online – let’s look at the store…
  20. 20. Social Graph and Location meet promotionFacebook Deals – adding promotions to “place”and “social” http://www.internetretailing.net/2011/02/facebook-deals-adding-the-what-to-the-where-and-who/
  21. 21. Social Graph and Location meet promotionFacebook Deals – adding promotions to “place”and “social” http://www.internetretailing.net/2011/02/facebook-deals-adding-the-what-to-the-where-and-who/
  22. 22. Social Graph and Location meet promotionFacebook Deals – adding promotions to “place”and “social”
  23. 23. Social Graph and Location meet promotionFacebook Deals – adding promotions to “place”and “social” http://www.fraunhofer.de/en/press/research-news/2010-2011/13/interactive-window-shopping.jsp
  24. 24. Social Graph and Location meet promotion 900,000 views a month 45% on the dealer forecourt!!Facebook Deals – adding promotions to “place”and “social”
  25. 25. Narrative – in the customers’ hands
  26. 26. Narative is not owned by the brand
  27. 27. When customers market the brand
  28. 28. Supporting narrative – “tool watch”, bling and post-purchase dissonance
  29. 29. Measure and assess
  30. 30. Measure and assess •  Social Retailing touches reviews, mobile, guerilla, cross- channel and sustains brand narratives in between purchases •  Social Retailing develops and amplifies appreciative, discerning ‘audiences’ for our customers •  Measure in the moment (for sales/reviews), in a consideration cycle and over a lifetime (like PR) – no single measure
  31. 31. Social Commerce – Roundtable videos… http://www.internetretailing.net/events/bazaarvoice-social-commerce-insight-roundtable
  32. 32. Modes of engagement 1.  Customers talking to each other about us [monitor, act] 2.  Customers talking to each other via us [service, host, act] 3.  Us talking to (rather than at) customers [resource, connect, act] 4.  Increasing interaction with space, place, time and sentiment [data, integration, consistency, service, act] 5.  Amplification of any of the above [do more, better]
  33. 33. Social Retailing
  34. 34. Thank youwww.ianjindal.comwww.internetretailing.netwww.m-retailing.netwww.europeanecommerceforum.orghttp://twitter.com/ianjindal

×