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Case Study on Online Retail
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Case Study on Online Retail



Tips, Tricks and Case Studies on Customer Engagement in Online Retail and E-Commerce

Tips, Tricks and Case Studies on Customer Engagement in Online Retail and E-Commerce



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  • http://www.youtube.com/watch?v=MstVef2cwy8

Case Study on Online Retail Case Study on Online Retail Presentation Transcript

  • for E-Commerce and online retail
  • What can customer engagement do for your brand? • Building brand awareness and recall • Drive up online sales (Likes are not sales) • Promote different products • Reach out to wider audience with monitoring • Deliver better customer experience • Build long lasting customer relationship
  • Domain / Challenges • India: online retail industry expected to reach ≈ $1.5bn by 2015 • Global internet retail sales reached more than $1 trillion • Online retail can be either B2C or B2B • Management of customer complaints & feedback • Lifetime value of the customer is of significance to the retailer. • Product awareness has to be kept high to enable sales
  • Let’s look at an example French sporting goods chain store, with stores located throughout the world. Large part of their business is now online.
  • Decathlon – Customer Engagement/Service Decathlon provides instant responses on Twitter to customer queries and feedback.
  • Decathlon – theme based offers Uses themes likes important days & events to drive effective social media campaigns
  • Decathlon – Providing useful information Social media updates contain great content which people subscribe to, like and share with their friends
  • Decathlon – Providing videos for better engagement
  • Another example Landmark, a TATA Enterprise, is India’s largest book and music retailer. Building a significant online presence.
  • Landmark – Twitter customer service Provides instant responses and uses Twitter almost as effectively as a Phone support
  • Landmark – Incentivizing participation Runs contests and uses stars to promote their brand, thereby providing incentives for participation.
  • Landmark – Customer Engagement Effectively manages feedback and enquiries on their social channels and has meaningful conversations with their customers.
  • Landmark – Organizing an event Organizes events at their offline stores but promotes them via social networks and email thereby increasing participation and growing their community.
  • Landmark - YouTube Understands the importance of videos and uses them effectively to drive marketing and branding campaigns.
  • What can you do? Customer’s first choice for online retail.
  • 4 Step solution • Real-time engagement with customers on all web channels • Automate responses to frequently asked questions or common feedback • Analyse customer reactions/comments on different products • Get aggressive on email marketing and online campaigns to drive traffic
  • How can we help Real time customer engagement. Automated!
  • Why muHive? • Real-time customer engagement across social and email • Single dashboard view for all data • Flexible and robust to be used for branding/marketing, sales, support, feedback management
  • muHive Automation Scale to hundreds of conversations. Build in minutes.
  • Teams, roles & moderation capabilities Powerful automation To create enterprise grade workflows Real time analytics tailored to your business goals. Integration with 3rd party services like basecamp, zendesk, salesforce Built for the enterprise
  • thank you Write to sales@muhive.com for more information or check out our website www.muhive.com
  • References • Slide 5 - https://twitter.com/IainJUK/status/350362219428577280 • Slide 6 - https://www.facebook.com/photo.php?fbid=484853328238842&set=a.13533461985738 3.24331.133938826663629&type=1&theater • Slide 8 - https://www.facebook.com/decathlonindia • Slide 7 - https://www.facebook.com/photo.php?fbid=484096978314477&set=a.13533461985738 3.24331.133938826663629&type=1&theater • Slide 10https://twitter.com/adityakandala/status/345517482649464833 • slide 11 - https://www.facebook.com/media/set/?set=a.10151682796123606.1073741876.338929 448605&type=1 • Slide 13 - https://www.facebook.com/landmarkstores • Slide 14 - https://www.facebook.com/events/201990313287088/