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Harnessing the power of LIKE

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Retailers are learning how to understand customers better. Using data and analytics, they are generating new and never-before insights into customer preferences, behavior and sentiment. …

Retailers are learning how to understand customers better. Using data and analytics, they are generating new and never-before insights into customer preferences, behavior and sentiment.

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  • 1. Harnessing the Power of "Like" on Facebook Enabling Intelligent Insights for Retailers1 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 2. HIGHLIGHTS Harnessing the Power of Facebook "Like" After a decade of e-commerce evolution, elements such as sentiment and emotion, which were missing earlier in online shopping, are now recharging B2C e- commerce as technology equips customers with new and revolutionary capabilities. Retailers are learning how to understand customers better. Using data and analytics, they are generating new and never-before insights into customer preferences, behavior and sentiment.2 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 3. Put Yourself in the Shoes of the Shopper Customers are They don’t inundated with have the time The messages a flood of to sift out the go ignored marketing relevant messages. information.  How can a retailer understand customers’ preference and intent?  How can the retailer tell if the customer is a casual browser?  How can a retail understand whether a customer is looking for a specific item? Or is just researching prices? The solution: Put yourself in the shoes of the Shopper!3 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 4. The Solution  Understand the customer better  Drive deep personalization  Move marketing from being product centric to being customer centric  Surprise the customer by offering exactly what he/she is looking for Using the vast amounts of available data – called Big Data – retailers across the Internet are turning shoppers into loyal customers.4 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 5. Going Social Before Going Shopping  Social networks are becoming the perfect environment for shoppers to acquire product information, honest product feedback from users, pricing data, comparative products, deals, after sales service level details etc.  Online social networks have the ability to break down geographical communication barriers.5 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 6. A Deeper Examination of Social Networks6 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 7. The Power & Magic of "Like"  With the growing popularity of  Along with the click, Facebook the LIKE button, retailers have creates a record of the link, the begun to embed the LIKE button user who performed the action, on their websites. To engage the LIKE action and the time of customers at a very basic level. the action. These are called Open Graph Tags.  Retailers should learn to capture a LIKE and interpret that as a  Open Graph can throw up display of interest by the intelligent insights based on user shopper. activities which in turn can help address each user uniquely.7 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 8. Extending the Idea of "Like" to "Try" / "Own" Facebook provides the flexibility to define the actions a user can perform. A retailer can pick one or all of the following actions to include on the web page or with a specific object on the web page: Try, Like and Own. Shoppers can then click on the appropriate action. Here is an example: Insights can be mapped against the shopper on the retailer’s enterprise information systems and used in creating targeted and personalized campaigns.8 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 9. Conclusion  Effective utilization of Facebook Open Graph features will give retailers an extended platform to better understand their shoppers’ interests  Facebook Open Graph enables retailers to establish & extend the much needed customer connect to create a win-win situation  With the recent launch of the "WANT" button, Facebook is helping retailers step up their efforts around one-to-one marketing  These are exciting times ahead!9 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 10. For more details please visit the link below: http://www.wipro.com/Documents/insights/Harnessing_the_ Power_of_like_on_Facebook.pdf10 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 11. About Wipro Council for Industry Research Wipro set up the Council for Industry Research, comprised of domain and technology experts from the organization, to address the needs of customers. It specifically surveys innovative strategies that will help customers gain competitive advantage in the market. The Council, in collaboration with leading academic institutions and industry bodies, studies market trends to help equip organizations with insights to facilitate their IT and business strategies. For more information on the Research Council visit www.wipro.com/insights or mail wipro.insights@wipro.com11 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 12. About Wipro Technologies Wipro Technologies, the global IT business of Wipro Limited (NYSE:WIT) is a leading Information Technology, Consulting and Outsourcing company, that delivers solutions to enable its clients do business better. Wipro Technologies delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology” – helping clients create successful and adaptive businesses. A company recognised globally for its comprehensive portfolio of services, a practitioner’s approach to delivering innovation and an organization wide commitment to sustainability, Wipro Technologies has over 135,000 employees and clients across 54 countries. For more information, please visit www.wipro.com12 © 2012 WIPRO LTD | WWW.WIPRO.COM
  • 13. Thank You ©Wipro Limited, 2012. All rights reserved. For more information visit www.wipro.com No part of this document may be reproduced in whole or in part without the written permission of the authors. Wipro is not liable for any business outcome based on the views presented in this document. For specific implementation clients should take advise from their client engagement manager.13 © 2012 WIPRO LTD | WWW.WIPRO.COM

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