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


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

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

  1. 1. COPYRIGHT 2014! 1 April, 2014! Social Retailing What are the Top500 doing and why? A webinar on 1 April (!) 2014
  2. 2. TITLE! COPYRIGHT 2014! 1 April, 2014! Agenda! 1. InternetRetailing and Ian Jindal! 2. The Top500 Footprint! 3. Social Presence of the Top500! 4. Tweetailers ( ! 5. Creativity ! 6. Considerations! 7. Q&A!
  3. 3. COPYRIGHT 2014! 1 April, 2014! InternetRetailing! @etail!!The!must2read!4tle!for!professionals!in!mul4channel!retail!!!25!and!26!March,!2015!at!the!NEC!!THE!board2level!conversa4on!–!14!October,!2014!!Where!the!industry!celebrates!achievement!–!26!June!!2!selling!in!the!digital!age!!2!NEW!expo:!delivering!on!our!promises!25/6!March!2015!
  4. 4. COPYRIGHT 2014! 1 April, 2014! Ian Jindal! @etail! @ianjindal!
  5. 5. COPYRIGHT 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://!!
  6. 6. COPYRIGHT 2014! 1 April, 2014! Launched at InternetRetailing Expo 2014 The 2014 Footprint Report hPp://!! 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 ASOS Aurum Group BHS Boden Body Shop, The Book Depository Bosch Burberry BuyItDirect CarpetRight Chain Reaction Cycles Clarks Co-operative Group Costco 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 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 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 ( Ermenegildo Zegna Euroffice Euronics EXPANSYS F Hinds 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 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 ( 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 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 Palmers Pandora Paperchase Paul Smith Pavers Shoes Perfume Shop, The Perry Ellis Group Petit Bateau Phase Eight Poundstretcher Prada PRC Direct Pretty Green Printerland Protyre Pull & Bear Puma Quiksilver Radley Rakuten 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 See Tickets Sevenoaks Sound and Vision Shoe Zone Silentnight Group Skechers Smythson Snow + Rock Space.NK Speedy Services Sports HQ Stanfords Staples Start-rite Shoes Steinhoff Sterling Furniture Store Twenty One Sunglass Hut Superbreak Holidays Superfi 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,!,!ASOS,!Aurum!Group,!BHS,!Boden,!Body!Shop,!The,!Book! Depository,!Bosch,!Burberry,!BuyItDirect,!CarpetRight,!Chain!Reac4on!Cycles!Clarks,!Co2opera4ve!Group!Costco,!,!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,!,!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. 7. COPYRIGHT 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. 8. COPYRIGHT 2014! 1 April, 2014! First Tweets – mostly between 2009 and 2010! Welcome!messages! Source:!hPps://!!
  9. 9. COPYRIGHT 2014! 1 April, 2014! First Tweets – mostly between 2009 and 2010! Some!took!4me!to!adjust!to!the!new!channel…!
  10. 10. COPYRIGHT 2014! 1 April, 2014! Twitter
 15m UK users, 2.1bn searches/day; 80% mobile! UKPM!or!Burberry?!2.61m!vs!2.81m!followers!
  11. 11. TITLE! COPYRIGHT 2014! 1 April, 2014! !
  12. 12. TITLE! COPYRIGHT 2014! 1 April, 2014! Case Study – M&S as a social retailer!
  13. 13. TITLE! COPYRIGHT 2014! 1 April, 2014! Co-creation, not just “voting”
 Examples from Julia Monro of M&S at IRX 2014!
  14. 14. TITLE! COPYRIGHT 2014! 1 April, 2014! Campaign activity and interaction
 Examples from Julia Monro of M&S at IRX 2014!
  15. 15. TITLE! COPYRIGHT 2014! 1 April, 2014! Interaction Grid
 Examples from Julia Monro of M&S at IRX 2014!
  16. 16. TITLE! COPYRIGHT 2014! 1 April, 2014! Planned and Unpredictable
 Examples from Julia Monro of M&S at IRX 2014!
  17. 17. TITLE! COPYRIGHT 2014! 1 April, 2014! Responding to customers – authentic PR follows
 Examples from Julia Monro of M&S at IRX 2014!
  18. 18. COPYRIGHT 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://!!
  19. 19. TITLE! COPYRIGHT 2014! 1 April, 2014! Not all plain sailing – challenges to store staff and contact centre knowledge…!
  20. 20. TITLE! COPYRIGHT 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. 21. COPYRIGHT 2014! 1 April, 2014! Creativity! Source:!hPps://!! Bespoke!holiday!offers!at!@TCOffers!!
  22. 22. COPYRIGHT 2014! 1 April, 2014! Creativity!
  23. 23. COPYRIGHT 2014! 1 April, 2014! Presence! Be there. There. And there.! 1!
  24. 24. COPYRIGHT 2014! 1 April, 2014! Acquisition! Walk this way! 2!
  25. 25. COPYRIGHT 2014! 1 April, 2014! Conversation! 3!
  26. 26. COPYRIGHT 2014! 1 April, 2014! Creativity! 4!
  27. 27. COPYRIGHT 2014! 1 April, 2014! 5! The way they make you feel! Customer service!
  28. 28. COPYRIGHT 2014! 1 April, 2014!28! Across all channels! 6!
  29. 29. TITLE! COPYRIGHT 2014! 1 April, 2014! Thank you ! •  Thanks also to:! ! Aaron O’Dowling-Keane, Site and Social Manager! ! Martin Shaw, Researcher! Contact via! ! •! •! •! •  @etail!