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Social Retailing and the Top500 (Ps263 ir-vocus-socialretailing-webinar-20140401)

Webinar from InternetRetailing at Vocus looking at the social media/retailing activities of the InternetRetailing Top500 retailers.

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COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Social Retailing
What are the Top500 doing and why?
A webinar on 1 April (!) 2014
TITLE!
COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Agenda!
1. InternetRetailing and Ian Jindal!
2. The Top500 Footprint!
3. Social Presence of the Top500!
4. Tweetailers (www.tweetailers.com) !
5. Creativity !
6. Considerations!
7. Q&A!
COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
InternetRetailing!
@etail!
www.internetretailing.net!The!must2read!4tle!for!professionals!in!mul4channel!retail!
www.internetretailingexpo.com!!25!and!26!March,!2015!at!the!NEC!
www.internetretailingconference.com!THE!board2level!conversa4on!–!14!October,!2014!
www.internetretailingawards.net!Where!the!industry!celebrates!achievement!–!26!June!
www.esellermedia.com!2!selling!in!the!digital!age!
www.edeliveryexpo.com!2!NEW!expo:!delivering!on!our!promises!25/6!March!2015!
COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Ian Jindal!
@etail! @ianjindal!
COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Top500 Footprint!
Launched at InternetRetailing Expo 2014
The 2014 Footprint Report
190,000 UK
Retail Business!
5,600 ‘long’ list!
1800!
511!
•  UK Businesses!
•  Our readers!
•  Suggestions, walking
malls, high streets!
•  Research on
turnover, reach,
stores, eCommerce!
hPp://internetretailing.net/issues/top25002footprint/!!
COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Launched at InternetRetailing Expo 2014
The 2014 Footprint Report
hPp://internetretailing.net/issues/top25002footprint/!!
Amazon
Apple
Argos
Asda
B&Q
Boots
Carphone Warehouse
Debenhams
Dixons Retail
Google Play
Homebase
House of Fraser
IKEA
John Lewis
Marks & Spencer
New Look
Next
Sainsbury’s
Screwfix
Shop Direct
Sports Direct
Tesco
Travis Perkins
Waitrose
Acer
Adidas Group
All Saints
Ann Summers
AO.com
ASOS
Aurum Group
BHS
Boden
Body Shop, The
Book Depository
Bosch
Burberry
BuyItDirect
CarpetRight
Chain Reaction Cycles
Clarks
Co-operative Group
Costco
Dabs.com
Dell
DFS
Direct Wines Group
Dunelm Mill
Dyson
Ebay
eBuyer
Edinburgh Woollen Mill
Estee Lauder
Euro Car Parts
Evans Cycles
Fat Face
Findel
French Connection
Furniture Village
Game
GAP
Go Outdoors
H&M
Halfords
Harrods
Hewlett Packard
Holland & Barrett
Home Bargains (T.J. Morris)
Ideal Shopping Direct
JD Sports
JD Williams
Kurt Geiger
Lakeland
Lastminute.com
Laura Ashley
LEGO
Lloyds Pharmacy
Lush
M&M Direct
Majestic Wine
Makro
Maplin Electronics
Matalan
Misco
Miss Selfridge
Monsoon Accessorize
Morrisons
Mothercare
Net-A-Porter Group
Ocado
Office Shoes
Optical Express
Pets At Home
Phones 4U
Photobox Group
Plumbase
Post Office
QVC
Ralph Lauren
Range, The
Richer Sounds
River Island
Rowlands Pharmacy
Samsung
Schuh
Selfridges
Signet
Sony
Specsavers
Spotify
Superdrug
SuperGroup
Ted Baker
Thomas Cook
Thorntons
TK Maxx
Topps Tiles
Toys R Us
TUI Travel
Waterstone’s Booksellers
WH Smith
White Company, The
Wiggle
Wilkinson
Zara
18 IRDX Top 500
IRDX Top 500 19
Abel & Cole
AGA Rangemaster
Agent Provocateur
Aldiss
Aldo
Alexandra
Alfred Dunhill
American Apparel
American Golf
Anya Hindmarch
Arco
Asics
ASK Direct
Aspecto Clothing
Aspinal of London
ATS Euromaster
Austin Reed Group
Avon
Axminster Tools
Baker Ross
Barbour
Barker & Stonehouse
Bathstore
BBC
Beales
Beaverbrooks
Beko
Belkin
Bench
Berghaus
Berry Bros. & Rudd
Bershka
Bestseller Brands
Betterware
Betty & Taylors
Bibendum Wine
Blacks Outdoor
Blackwell
Blue Inc
Bondara
Bonmarché
Boodles
Boohoo.com
Book People, The
Bose
Bosideng London
Boux Avenue
Bradfords
BrandAlley
Brandon Hire
Brantano
Bravissimo
Brewers
Brooks Brothers
Build-A-Bear Workshop
BVG-Airflo Group
Calendar Club
Calumet Photographic
Camper
Canvas Holidays
Card Factory
Cash Generator
Cath Kidston
Character
Charles Clinkard
Charles Tyrwhitt
Chelsea
Chemist Direct
Christy
Church’s
Claire’s
Clintons
Coes
Conran Shops
Corney & Barrow
Countrywide Farmers
Crabtree & Evelyn
Craghoppers
Crew Clothing
Crocs
Cromwell
Damart
Daniel
DAPW Duvet and Pillow
Warehouse
Daunt Books
David M Robinson
Decathlon
Deckers
Deichmann
Dents
Diesel
Dior
Direct Golf
Disney Store
DKNY
Dobbies Garden Centre
Dolce & Gabbana
Dolphin Music
Dorothy Perkins
Dr. Martens
Duchamp London
Duck and Cover
Dulux
Dune
EAST
Electrical Discount UK (Harry Garlick)
Elemis
Ellis Brigham
Emma Bridgewater
Entertainer, The (TheToyShop.com)
Ermenegildo Zegna
Euroffice
Euronics
EXPANSYS
F Hinds
Farfetch.com
Farr Vintners
Farrow & Ball
Feather & Black
Fenwick
Filofax
Firebox
Fired Earth
Fitflop
Flannels
Floors-2-Go
Foot Locker
Footasylum
Forbidden Planet
Forever 21
Fortnum & Mason
Fossil
Foyles
Fragrance Shop, The
Fraser Hart
Fred Perry
Freemans.com
Fulton Umbrellas
Games Workshop
Gant
Garden Centre Group, The
Getting Personal
Gieves and Hawkes
Glasses Direct
GNC
Grattan
Great Little Trading Company
Gro Company, The
G-Star Raw
Gucci
Guess
Guthy-Renker
H. Young (Animal)
Habitat
Hackett
Hamleys
Harper Collins
Harvey Nichols
Hawes & Curtis
Hawkin’s Bazaar (Tobar)
Heal’s
Henri-Lloyd
Hillarys Blinds
HiSpek Electronics (Electricshop.com)
Hi-Tec Sports
Hobbs
Hobbycraft
Hollister
Home & Cook (Tefal)
Hoopers
Hornby
Hotel Chocolat
HSS
Hudson Shoes
Hughes Direct
Hugo Boss
Hunter Boot
Hut Group, The
IC Companys
Interflora
Intersport
Isabella Oliver
Jack Wills
Jacobson Group
Jacques Vert
Jaeger
Jamie Oliver
Jarrold
Jigsaw
Jimmy Choo
JML
Joe Browns
John Smedley
John Smith
JoJo Maman Bebe
Jones Bootmaker
Joseph
Joules Clothing
Joy
JVC
Karen Millen
Kiddicare.com
La Redoute
La Senza
Laithwaite’s Wine
Land’s End
Leekes
Levi Strauss
Liberty
Links of London
Lipsy
LK Bennett
L’Occitane
Logitech
Long Tall Sally
Lovehoney
Lyle & Scott
M&Co.
Machine Mart
Mamas & Papas
Manchester United
Merchandising
Marc Jacobs
Margaret Howell
Max Spielmann
Maxwells DIY
Menkind
Mint Velvet
Mole Valley Farmers
Molton Brown
Morphsuits
Moss Bros
Motor World
Mountain Warehouse
Mulberry Company
Multiyork Furniture
Musto
Muubaa
Myla
Naked Wines
National Geographic
Natural History Museum Shop
Netflix
Nike
Nisbets
Notcutts Nurseries
Notonthehighstreet
Novatech
Oakley
Oddbins
OKA
Oldrids
Oliver Bonas
On the Beach
Original Factory Shop, The
Orvis
Osprey London
Overclockers
Oyyy.co.uk
Palmers
Pandora
Paperchase
Paul Smith
Pavers Shoes
Perfume Shop, The
Perry Ellis Group
Petit Bateau
Phase Eight
Poundstretcher
Prada
PRC Direct
Pretty Green
Printerland
Printing.com
Protyre
Pull & Bear
Puma
Quiksilver
Radley
Rakuten Play.com
Regatta Outdoor Clothing
Reiss
RGB Direct
Robert Dyas
Rohan
Rotary Watches
Roys
Ruia Group
Russell & Bromley
Ryman
Samsonite
Savile Road
Scholastic
Scotts of Stow
Scribbler
SCS
SecretSales.com
See Tickets
Sevenoaks Sound and Vision
Shoe Zone
Silentnight Group
Skechers
Smythson
Snow + Rock
Space.NK
Speedy Services
Sports HQ
SportsShoes.com
Stanfords
Staples
Start-rite Shoes
Steinhoff
Sterling Furniture
Store Twenty One
Sunglass Hut
Superbreak Holidays
Superfi
Surfdome.com
Suttons Seeds
Swarovski
Swatch
Sweatshop
Sweaty Betty
Taskers
Teletext Holidays
Tessuti
TH Baker
Theo Fennell
Thomas Pink
Thomas Sabo
Thompson & Morgan
Tiffany & Co
Timberland
Timpson
Tiso
TJ Hughes
TLG Brands
TM Lewin
Toast
Tommy Hilfiger
Topman
Topshop
Tragus Group
Trespass Clothing
Tripp
Trueshopping
Twinmar Group
Unipart
Uniqlo
Urban Outfitters
USC
Versace
Victoria’s Secret
Vision Express
Vivienne Westwood
Wacaol Eveden Brands
Wallis
Warehouse Fashion
Warren James
Webbs Garden Centres
Wedgwood
Weldricks Pharmacy
Wex Photographic
Whistles
White Stuff
Whittard of Chelsea
Williams Sonoma
Wing Yip
Wolsey
Wolverine Worldwide
Works, The
WorldStores
Wynsors World of Shoes
Yorkshire Linen Company, The
Yours
Zalando
Amazon,!Apple,!Argos,!Asda,!B&Q,!Boots,!Carphone,!Warehouse,!
Debenhams,!Dixons!Retail,!Google!Play,!Homebase,!House!of!Fraser,!IKEA,!
John!Lewis,!Marks!&!Spencer,!New!Look,!Next,!Sainsbury’s,!Screwfix,!Shop!
Direct,!Sports!Direct,!Tesco,!Travis!Perkins,!Waitrose!
Acer,!Adidas!Group,!All!Saints,!Ann!Summers,!AO.com,!ASOS,!Aurum!Group,!BHS,!Boden,!Body!Shop,!The,!Book!
Depository,!Bosch,!Burberry,!BuyItDirect,!CarpetRight,!Chain!Reac4on!Cycles!Clarks,!Co2opera4ve!Group!Costco,!
Dabs.com,!Dell,!DFS,!Direct!Wines!Group!Dunelm!Mill,!Dyson,!Ebay,!eBuyer,!Edinburgh!Woollen!Mill!Estee!Lauder,!Euro!
Car!Parts,!Evans!Cycles,!Fat!Face,!Findel,!French!Connec4on!Furniture!Village,!Game,!GAP,!Go!Outdoors,!H&M,!Halfords,!
Harrods,!HewleP!Packard,!Holland!&!BarreP,!Home!Bargains!(T.J.!Morris)!Ideal!Shopping!Direct,!JD!Sports,!JD!Williams,!
Kurt!Geiger,!Lakeland,!Lastminute.com,!Laura!Ashley,!LEGO,!Lloyds!Pharmacy,!Lush,!M&M!Direct,!Majes4c!Wine,!Makro,!
Maplin!Electronics!Matalan,!Misco,!Miss!Selfridge,!Monsoon!Accessorize!Morrisons,!Mothercare,!Net2A2Porter!Group!
Ocado,!Office!Shoes,!Op4cal!Express,!Pets!At!Home,!Phones!4U,!Photobox!Group!Plumbase,!Post!Office,!QVC,!Ralph!
Lauren,!Range,!The,!Richer!Sounds,!River!Island,!Rowlands!Pharmacy!Samsung,!Schuh,!Selfridges,!Signet,!Sony,!
Specsavers,!Spo4fy,!Superdrug,!SuperGroup,!Ted!Baker,!Thomas!Cook,!Thorntons,!TK!Maxx,!Topps!Tiles,!Toys!R!Us,!TUI!
Travel,!Waterstone’s!Booksellers!WH!Smith,!White!Company,!The!Wiggle,!Wilkinson,!Zara!

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Social Retailing and the Top500 (Ps263 ir-vocus-socialretailing-webinar-20140401)

  • 1. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Social Retailing What are the Top500 doing and why? A webinar on 1 April (!) 2014
  • 2. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Agenda! 1. InternetRetailing and Ian Jindal! 2. The Top500 Footprint! 3. Social Presence of the Top500! 4. Tweetailers (www.tweetailers.com) ! 5. Creativity ! 6. Considerations! 7. Q&A!
  • 3. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! InternetRetailing! @etail! www.internetretailing.net!The!must2read!4tle!for!professionals!in!mul4channel!retail! www.internetretailingexpo.com!!25!and!26!March,!2015!at!the!NEC! www.internetretailingconference.com!THE!board2level!conversa4on!–!14!October,!2014! www.internetretailingawards.net!Where!the!industry!celebrates!achievement!–!26!June! www.esellermedia.com!2!selling!in!the!digital!age! www.edeliveryexpo.com!2!NEW!expo:!delivering!on!our!promises!25/6!March!2015!
  • 4. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Ian Jindal! @etail! @ianjindal!
  • 5. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Top500 Footprint! Launched at InternetRetailing Expo 2014 The 2014 Footprint Report 190,000 UK Retail Business! 5,600 ‘long’ list! 1800! 511! •  UK Businesses! •  Our readers! •  Suggestions, walking malls, high streets! •  Research on turnover, reach, stores, eCommerce! hPp://internetretailing.net/issues/top25002footprint/!!
  • 6. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Launched at InternetRetailing Expo 2014 The 2014 Footprint Report hPp://internetretailing.net/issues/top25002footprint/!! Amazon Apple Argos Asda B&Q Boots Carphone Warehouse Debenhams Dixons Retail Google Play Homebase House of Fraser IKEA John Lewis Marks & Spencer New Look Next Sainsbury’s Screwfix Shop Direct Sports Direct Tesco Travis Perkins Waitrose Acer Adidas Group All Saints Ann Summers AO.com ASOS Aurum Group BHS Boden Body Shop, The Book Depository Bosch Burberry BuyItDirect CarpetRight Chain Reaction Cycles Clarks Co-operative Group Costco Dabs.com Dell DFS Direct Wines Group Dunelm Mill Dyson Ebay eBuyer Edinburgh Woollen Mill Estee Lauder Euro Car Parts Evans Cycles Fat Face Findel French Connection Furniture Village Game GAP Go Outdoors H&M Halfords Harrods Hewlett Packard Holland & Barrett Home Bargains (T.J. Morris) Ideal Shopping Direct JD Sports JD Williams Kurt Geiger Lakeland Lastminute.com Laura Ashley LEGO Lloyds Pharmacy Lush M&M Direct Majestic Wine Makro Maplin Electronics Matalan Misco Miss Selfridge Monsoon Accessorize Morrisons Mothercare Net-A-Porter Group Ocado Office Shoes Optical Express Pets At Home Phones 4U Photobox Group Plumbase Post Office QVC Ralph Lauren Range, The Richer Sounds River Island Rowlands Pharmacy Samsung Schuh Selfridges Signet Sony Specsavers Spotify Superdrug SuperGroup Ted Baker Thomas Cook Thorntons TK Maxx Topps Tiles Toys R Us TUI Travel Waterstone’s Booksellers WH Smith White Company, The Wiggle Wilkinson Zara 18 IRDX Top 500 IRDX Top 500 19 Abel & Cole AGA Rangemaster Agent Provocateur Aldiss Aldo Alexandra Alfred Dunhill American Apparel American Golf Anya Hindmarch Arco Asics ASK Direct Aspecto Clothing Aspinal of London ATS Euromaster Austin Reed Group Avon Axminster Tools Baker Ross Barbour Barker & Stonehouse Bathstore BBC Beales Beaverbrooks Beko Belkin Bench Berghaus Berry Bros. & Rudd Bershka Bestseller Brands Betterware Betty & Taylors Bibendum Wine Blacks Outdoor Blackwell Blue Inc Bondara Bonmarché Boodles Boohoo.com Book People, The Bose Bosideng London Boux Avenue Bradfords BrandAlley Brandon Hire Brantano Bravissimo Brewers Brooks Brothers Build-A-Bear Workshop BVG-Airflo Group Calendar Club Calumet Photographic Camper Canvas Holidays Card Factory Cash Generator Cath Kidston Character Charles Clinkard Charles Tyrwhitt Chelsea Chemist Direct Christy Church’s Claire’s Clintons Coes Conran Shops Corney & Barrow Countrywide Farmers Crabtree & Evelyn Craghoppers Crew Clothing Crocs Cromwell Damart Daniel DAPW Duvet and Pillow Warehouse Daunt Books David M Robinson Decathlon Deckers Deichmann Dents Diesel Dior Direct Golf Disney Store DKNY Dobbies Garden Centre Dolce & Gabbana Dolphin Music Dorothy Perkins Dr. Martens Duchamp London Duck and Cover Dulux Dune EAST Electrical Discount UK (Harry Garlick) Elemis Ellis Brigham Emma Bridgewater Entertainer, The (TheToyShop.com) Ermenegildo Zegna Euroffice Euronics EXPANSYS F Hinds Farfetch.com Farr Vintners Farrow & Ball Feather & Black Fenwick Filofax Firebox Fired Earth Fitflop Flannels Floors-2-Go Foot Locker Footasylum Forbidden Planet Forever 21 Fortnum & Mason Fossil Foyles Fragrance Shop, The Fraser Hart Fred Perry Freemans.com Fulton Umbrellas Games Workshop Gant Garden Centre Group, The Getting Personal Gieves and Hawkes Glasses Direct GNC Grattan Great Little Trading Company Gro Company, The G-Star Raw Gucci Guess Guthy-Renker H. Young (Animal) Habitat Hackett Hamleys Harper Collins Harvey Nichols Hawes & Curtis Hawkin’s Bazaar (Tobar) Heal’s Henri-Lloyd Hillarys Blinds HiSpek Electronics (Electricshop.com) Hi-Tec Sports Hobbs Hobbycraft Hollister Home & Cook (Tefal) Hoopers Hornby Hotel Chocolat HSS Hudson Shoes Hughes Direct Hugo Boss Hunter Boot Hut Group, The IC Companys Interflora Intersport Isabella Oliver Jack Wills Jacobson Group Jacques Vert Jaeger Jamie Oliver Jarrold Jigsaw Jimmy Choo JML Joe Browns John Smedley John Smith JoJo Maman Bebe Jones Bootmaker Joseph Joules Clothing Joy JVC Karen Millen Kiddicare.com La Redoute La Senza Laithwaite’s Wine Land’s End Leekes Levi Strauss Liberty Links of London Lipsy LK Bennett L’Occitane Logitech Long Tall Sally Lovehoney Lyle & Scott M&Co. Machine Mart Mamas & Papas Manchester United Merchandising Marc Jacobs Margaret Howell Max Spielmann Maxwells DIY Menkind Mint Velvet Mole Valley Farmers Molton Brown Morphsuits Moss Bros Motor World Mountain Warehouse Mulberry Company Multiyork Furniture Musto Muubaa Myla Naked Wines National Geographic Natural History Museum Shop Netflix Nike Nisbets Notcutts Nurseries Notonthehighstreet Novatech Oakley Oddbins OKA Oldrids Oliver Bonas On the Beach Original Factory Shop, The Orvis Osprey London Overclockers Oyyy.co.uk Palmers Pandora Paperchase Paul Smith Pavers Shoes Perfume Shop, The Perry Ellis Group Petit Bateau Phase Eight Poundstretcher Prada PRC Direct Pretty Green Printerland Printing.com Protyre Pull & Bear Puma Quiksilver Radley Rakuten Play.com Regatta Outdoor Clothing Reiss RGB Direct Robert Dyas Rohan Rotary Watches Roys Ruia Group Russell & Bromley Ryman Samsonite Savile Road Scholastic Scotts of Stow Scribbler SCS SecretSales.com See Tickets Sevenoaks Sound and Vision Shoe Zone Silentnight Group Skechers Smythson Snow + Rock Space.NK Speedy Services Sports HQ SportsShoes.com Stanfords Staples Start-rite Shoes Steinhoff Sterling Furniture Store Twenty One Sunglass Hut Superbreak Holidays Superfi Surfdome.com Suttons Seeds Swarovski Swatch Sweatshop Sweaty Betty Taskers Teletext Holidays Tessuti TH Baker Theo Fennell Thomas Pink Thomas Sabo Thompson & Morgan Tiffany & Co Timberland Timpson Tiso TJ Hughes TLG Brands TM Lewin Toast Tommy Hilfiger Topman Topshop Tragus Group Trespass Clothing Tripp Trueshopping Twinmar Group Unipart Uniqlo Urban Outfitters USC Versace Victoria’s Secret Vision Express Vivienne Westwood Wacaol Eveden Brands Wallis Warehouse Fashion Warren James Webbs Garden Centres Wedgwood Weldricks Pharmacy Wex Photographic Whistles White Stuff Whittard of Chelsea Williams Sonoma Wing Yip Wolsey Wolverine Worldwide Works, The WorldStores Wynsors World of Shoes Yorkshire Linen Company, The Yours Zalando Amazon,!Apple,!Argos,!Asda,!B&Q,!Boots,!Carphone,!Warehouse,! Debenhams,!Dixons!Retail,!Google!Play,!Homebase,!House!of!Fraser,!IKEA,! John!Lewis,!Marks!&!Spencer,!New!Look,!Next,!Sainsbury’s,!Screwfix,!Shop! Direct,!Sports!Direct,!Tesco,!Travis!Perkins,!Waitrose! Acer,!Adidas!Group,!All!Saints,!Ann!Summers,!AO.com,!ASOS,!Aurum!Group,!BHS,!Boden,!Body!Shop,!The,!Book! Depository,!Bosch,!Burberry,!BuyItDirect,!CarpetRight,!Chain!Reac4on!Cycles!Clarks,!Co2opera4ve!Group!Costco,! Dabs.com,!Dell,!DFS,!Direct!Wines!Group!Dunelm!Mill,!Dyson,!Ebay,!eBuyer,!Edinburgh!Woollen!Mill!Estee!Lauder,!Euro! Car!Parts,!Evans!Cycles,!Fat!Face,!Findel,!French!Connec4on!Furniture!Village,!Game,!GAP,!Go!Outdoors,!H&M,!Halfords,! Harrods,!HewleP!Packard,!Holland!&!BarreP,!Home!Bargains!(T.J.!Morris)!Ideal!Shopping!Direct,!JD!Sports,!JD!Williams,! Kurt!Geiger,!Lakeland,!Lastminute.com,!Laura!Ashley,!LEGO,!Lloyds!Pharmacy,!Lush,!M&M!Direct,!Majes4c!Wine,!Makro,! Maplin!Electronics!Matalan,!Misco,!Miss!Selfridge,!Monsoon!Accessorize!Morrisons,!Mothercare,!Net2A2Porter!Group! Ocado,!Office!Shoes,!Op4cal!Express,!Pets!At!Home,!Phones!4U,!Photobox!Group!Plumbase,!Post!Office,!QVC,!Ralph! Lauren,!Range,!The,!Richer!Sounds,!River!Island,!Rowlands!Pharmacy!Samsung,!Schuh,!Selfridges,!Signet,!Sony,! Specsavers,!Spo4fy,!Superdrug,!SuperGroup,!Ted!Baker,!Thomas!Cook,!Thorntons,!TK!Maxx,!Topps!Tiles,!Toys!R!Us,!TUI! Travel,!Waterstone’s!Booksellers!WH!Smith,!White!Company,!The!Wiggle,!Wilkinson,!Zara!
  • 7. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Tweets, Following and Followers of the Top100 Footprint:
 
 Lead Group compared with remainder of Top100! 38,878 ! 3,820 ! 347,602 ! 11,506 ! 4,076 ! 177,366 ! 1 ! 10 ! 100 ! 1,000 ! 10,000 ! 100,000 ! 1,000,000 ! Tweets! Following! Followers! Footprint Lead! To 100!
  • 8. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! First Tweets – mostly between 2009 and 2010! Welcome!messages! Source:!hPps://discover.twiPer.com/first2tweet#etail!!
  • 9. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! First Tweets – mostly between 2009 and 2010! Some!took!4me!to!adjust!to!the!new!channel…!
  • 10. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Twitter
 15m UK users, 2.1bn searches/day; 80% mobile! UKPM!or!Burberry?!2.61m!vs!2.81m!followers!
  • 11. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Tweetailers.com
 
 https://twitter.com/etail/lists/tweetailers !
  • 12. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Case Study – M&S as a social retailer!
  • 13. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Co-creation, not just “voting”
 
 Examples from Julia Monro of M&S at IRX 2014!
  • 14. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Campaign activity and interaction
 
 Examples from Julia Monro of M&S at IRX 2014!
  • 15. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Interaction Grid
 
 Examples from Julia Monro of M&S at IRX 2014!
  • 16. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Planned and Unpredictable
 
 Examples from Julia Monro of M&S at IRX 2014!
  • 17. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Responding to customers – authentic PR follows
 
 Examples from Julia Monro of M&S at IRX 2014!
  • 18. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Customer service via social
 - character, tone of voice, brand?
 
 Examples from Julia Monro of M&S at IRX 2014! •  62% of customers use for customer service and expect a response within 60 minutes ! •  18 to 29yrs are more likely to for customer service interactions (43%) than for marketing (23%). ! •  71% who experience a quick and effective response are likely to recommend that brand, but 19% if no response! •  Brand advocates drive 33% more sales and 18% more traffic than regular customers. ! ! ! Source:!hPp://socialmediatoday.com/parature/1849651/132startling2social2customer2service2sta4s4cs!!
  • 19. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Not all plain sailing – challenges to store staff and contact centre knowledge…!
  • 20. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Impact of store employees on purchasing! Be as empowered as our customers Knowledge as a key indicator within customer satisfaction.!
  • 21. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Creativity! Source:!hPps://www.marke4ngsociety.co.uk/the2library/20122asos2social2media2case2study2highly2commended!! Bespoke!holiday!offers!at!@TCOffers!!
  • 22. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Creativity!
  • 23. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Presence! Be there. There. And there.! 1!
  • 24. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Acquisition! Walk this way! 2!
  • 25. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Conversation! 3!
  • 26. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Creativity! 4!
  • 27. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! 5! The way they make you feel! Customer service!
  • 28. COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!28! Across all channels! 6!
  • 29. TITLE! COPYRIGHT InternetRetailing.net 2014! 1 April, 2014! Thank you ! •  Thanks also to:! ! Aaron O’Dowling-Keane, Site and Social Manager! ! Martin Shaw, Researcher! Contact via research@internetretailing.net! ! •  www.internetretailing.net! •  www.internetretailingawards.net! •  www.internetretailingconference.com! •  @etail!