Girish NN, Web Marketing Analyst at Infosys Technologies Ltd.Social Media & Mobility: Learning from Retail’ - A webinar that explains the strategies employed by leading retailers to engage with their tech-savvy customers through social media and mobility, success stories and failures, and impact of these retail innovations. Register for the Webinar now http://bit.ly/zWEYqy1 year ago
Net Promoter and Social Media - A Strategy for RetailersPresentation Transcript
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
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IS THAT IT?
7
“One more thing...”
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Use social media to build
RELATIONSHIPS not just transactions
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Not any relationship, but PROFITABLE relationships;
promoters who buy more, for more, more often - for longer
10
HOW?
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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...
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..plus their referral value - the value of bringing
you new customers by word of mouth
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So why not use social media for
loyalty and referral marketing?
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Loyalty campaigns in social media to
lock in your high value promoters...
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Loyalty campaigns in social media to
lock in your high value promoters...
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Loyalty campaigns in social media to
lock in your high value promoters...
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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
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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...
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Referral programs that activate promoters
in social media... ‘social affiliates’
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Referral programs that activate promoters
in social media... ‘social affiliates’
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Beyond campaigns and programs: One key driver behind
NPS, LOYALTY and REFERRAL - customer experience
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Using social media to deliver expectation-
beating customer experiences
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Using social media to deliver expectation-
beating customer experiences
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Using social media to deliver expectation-
beating customer experiences
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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
mayzh0u
Content : very good value in a small amount of slides
Worth bookmarking :) 2 years ago