Net Promoter and Social Media - A Strategy for Retailers

1 Social Media for Retailers A Net Promoter Strategy Dr Paul Marsden Social Media Strategist paul.marsden@mac.com

2 What’s Next? ????????? Adding E-Commerce to Social Media Platforms Adding Social Media to E-Commerce Platforms Social Media for retailers is EVOLVING...

3 You’ve got the bases covered... social media on your e-commerce platform to activate promoter recommendations whilst increasing trafﬁc, order value and conversion - and reducing support and returns costs

4 Your job has been made easier with Facebook social plugins...

5 Listen ➫ Experiment ➫ Adapt ➫ Develop And for retailers new to e-commerce, you’ve added e-commerce to social media to activate promoter recommendations and create an e- commerce sandbox to crack the DTC (Direct to Consumer) nut

6 IS THAT IT?

7 “One more thing...”

8 Use social media to build RELATIONSHIPS not just transactions

9 Not any relationship, but PROFITABLE relationships; promoters who buy more, for more, more often - for longer

10 HOW?

11 Customer economics 101: Value of a customer is not just what they’ve spent with you, but what they will spend with you over the lifetime of the relationship...

12 ..plus their referral value - the value of bringing you new customers by word of mouth

13 So why not use social media for loyalty and referral marketing?

14 Loyalty campaigns in social media to lock in your high value promoters...

18 Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - So offering loyal promoters exclusive deals through pop up retail - ‘tryvertising’ stores in social media

19 Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - So offering loyal promoters exclusive deals through pop up retail - ‘tryvertising’ stores in social media

20 Then consider running REFERRAL PROGRAMS in social media to activate promoter recommendations...

21 Referral programs that activate promoters in social media... ‘social afﬁliates’

22 Referral programs that activate promoters in social media... ‘social afﬁliates’

23 Beyond campaigns and programs: One key driver behind NPS, LOYALTY and REFERRAL - customer experience

24 Using social media to deliver expectation- beating customer experiences

27 Social Media for Retailers...An NPS Approach Adding social media to e-commerce platforms Adding e-commerce to social media platforms Running loyalty campaigns in social media Running referral campaigns in social media Using social media for customer experience management

28 Thank you www.socialcommercetoday.com

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Net Promoter and Social Media - A Strategy for Retailers

by Paul Marsden on Jul 21, 2010

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Net Promoter and Social Media - A Strategy for Retailers — Presentation Transcript