The Future of the Social Customer

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Helping brands better understand consumers by looking at the psychology of the social customer, and the new revenue streams for brands to help sell more products.

Helping brands better understand consumers by looking at the psychology of the social customer, and the new revenue streams for brands to help sell more products.

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  • 1. The Future of the Social Customer   Social Commerce “ Please feel free to Tweet @wvrknight during this session”
  • 2. Sales Techniques for SME Warren Knight Speaker / Author / Consultant CEO, co-founder of Gloople 20 years Retail Experience 5 years Social Media International Business Social Media for Business
  • 3. Online store Ratings & reviews Peer to peer sharing discount Embedded Facebook store GroupBuy & FlashSale Refer a friend Social integration Mobile platform Affiliate network
  • 4. Blippar
  • 5. Buffer
  • 6. Social Media Explained
  • 7. Social Success Find Social forums, blogs, social sites & groups Tune in – Listen to the conversations. Set up Google alerts, join groups and forums, use LinkedIn, follow Twitter conversations Socialise your CRM – Integrate social profiles Track social-driven sales – measure the return on your social investment Social Sales
  • 8. Social Success Listen and monitor - Brand, Market and Competition Start dialogues – come out and meet people Identify influencers – let people inside, through blog posts, tweets Make it easy for people to share your content – social commerce trust Use tools that share best practice Social Marketing Social Sales
  • 9. Social Success Engage with customers offer a support channel for their issue Encourage ‘one and done’ fast response to tweets & Facebook Automate social listening Maximise your knowledge make it easy for customer-facing people to access your expertise Social-enable your online support portal – rewarding users who help other users Integrate all channels Social Customer Service Social Marketing Social Sales
  • 10. The Big News Influence Search Rankings Google : YES, we do use it as a signal. It is used as a signal in our organic and news ranking. We also use it to enhance our news universally, by marking how many people share an article Google : We treat links shared on Facebook FAN pages the same way we treat tweeted links. We have NO personal wall data from Facebook
  • 11. The Big News What we share Matters Over 90 million people are already using Google+ Influence Search Rankings Google : YES, we do use it as a signal. It is used as a signal in our organic and news ranking. We also use it to enhance our news universally, by marking how many people share an article Google : We treat links shared on Facebook FAN pages the same way we treat tweeted links. We have NO personal wall data from Facebook
  • 12. Social Commerce Defined
  • 13. Social Commerce Defined
  • 14. Social Commerce Defined
  • 15. Social Commerce Defined
  • 16. Social Commerce Defined
  • 17. Social Commerce Defined
  • 18. f-commerce Converse f-store UK Create your own trainers and buy through Facebook Cheeky Beach f-store SME opens up a full f-store Integrated with CMS
  • 19. Converse f-store UK Create your own trainers and buy through Facebook Cheeky Beach f-store SME opens up a full f-store Integrated with CMS f-commerce – buy from your wall
  • 20. f-commerce Free Facebook Store
  • 21. t-commerce Mobile Integrates the social network and the ecommerce platform. Click on tweet purchase the featured items, add them to wish lists, or share the fact that they already own the items. 43% Through Mobile
  • 22. s-commerce Subscription
  • 23. c-commerce Crowdsource
  • 24. Groupbuy – FlashSale Value $12 Billion 14m UK subscribers Active in 565 cities 4000 employees Save customers over £200 Million 27 Million visits per month 14.7 Unique visitors per month Twitter: 3 Sales in 21 minutes
  • 25. Social Sharing Pinterest
  • 26. Social Shopping Shop With Your Friends 1 Million Fashion Items
  • 27. Social Shopping Polyvore Polyvore is the best place to discover or start fashion trends
  • 28. Social Wish List Nuji 10 to 100 points - 5% off  100 to 200 points - 10% off 200 to 300 points - 15% off
 300 or more points - 20% off
  • 29. 7 Social Media Top Tips to Take-away Online + Offline Integration – DIGITAL FIRST Incorporate Social Media into PR, email, direct mailing & advertising Tracking Social Media ROI Utilise Google Analytics and tools like Hootsuite to test and track GroupBuy & FlashSale Expand your brand buy utilising crowdsourcing Social Commerce Consumers connect where they buy & buy where they connect Mobile Commerce Is your website is mobile compatible use HTML 5 not apps SEO Create your online voice & communication using your keywords Social Sharing Give your consumers the opportunity to curate
  • 30. Consultancy / Training / Mentoring Tell us What You Think