10CMS deep social customer engagement

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Presentation by Head of User Experience Mo Syed from 10CMS explains the key elements to effective social interaction for online retail brands.

The presentation took place on the 19th May 2011 at the Great Big Debate on Social Media in Retail in the debating chamber at the London County Hall.

Published in: Technology, Business
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  • The opportunity is deeper engagement
  • Recognition from peers as being expert, helpful, reciprocity.
  • Recognition from peers as being expert, helpful, reciprocity.
  • Recognition from peers as being expert, helpful, reciprocity.
  • Feeling part of a scene – develop identity
  • Recognition from peers as being expert, helpful, reciprocity.
  • Sharing expresses identity and says something about who I am – that’s the central goal
  • Sharing expresses identity and says something about who I am – that’s the central goal
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • Learning videos created by users show how to use a product
  • 10CMS deep social customer engagement

    1. 1. The psychology & user experience of<br />social commerce<br />Mo Syed<br />Head of User Experience, 10CMS<br />
    2. 2.
    3. 3. What is social commerce?<br />
    4. 4. Brand engagement<br />= sales<br />
    5. 5. 2<br />There are<br />types of<br />brand engagement.<br />
    6. 6. Thick & Thin<br />
    7. 7. Thick<br />Sustainable<br />Meaningful<br />Authentic<br />Creates social interactions<br />
    8. 8. In social media<br />what do your customers<br />really care about?<br />
    9. 9. 4<br />reasons they care<br />
    10. 10. 1<br />Social recognition<br />
    11. 11.
    12. 12. 2<br />Belonging with the group<br />
    13. 13.
    14. 14. 3<br />Develop & express identity<br />
    15. 15. I am…<br />the<br />videos I watch<br />the web pages I <br />the new<br />I just reviewed<br />
    16. 16. 4<br />Learn & create<br />
    17. 17. Get recognised, identify, belong, learn & create:<br />Burberry<br />Art of the trench<br />
    18. 18.
    19. 19.
    20. 20.
    21. 21.
    22. 22.
    23. 23.
    24. 24. Iconic personality<br />Builds aspirational feel <br />& creative credibility<br />Be part of the look<br />Shoot the style<br />
    25. 25. How do we create the best user experience for engagement in social commerce?<br />
    26. 26. Social drives engagement with the experience.<br />
    27. 27.
    28. 28. Remove the effort in performing key interactions.<br />
    29. 29. Social commerce is impulse driven.<br />
    30. 30. Keep purchase paths short from where social interactions happen.<br />
    31. 31. The Conran Shop<br />user generated scrapbook – 10CMS powered <br />
    32. 32.
    33. 33. Thank you.<br />

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