Mobile and social media are increasingly important channels for retailers to engage customers. The document discusses trends in social media adoption and mobile use, and how retailers can improve customer experience by connecting their social media content through universal search and optimizing their websites and mobile sites for an improved mobile shopping experience. Retailers are encouraged to leverage social platforms like Facebook, Twitter, Pinterest and user-generated content to drive traffic and engage customers across all devices.

1. Continuing Trends
Mobile and Social Commerce
Steve Groenier
March 2012

2. Key Takeaways
• Why Social Media and Mobile Are Important for
Retailers
• How to Get More Value from Your Social Content
Through Site Search and By Connecting Content
• How to Produce More User Generated Content
• Leverage Like Buttons to Drive Traffic and Improve
Conversions
• How to Improve Your Mobile Customer Experience
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3. Social Media Adoption
• 845 Million Active Users
• Average Facebook User Has 130 Friends
• Average Facebook Visit Lasts 23 Minutes
• 425 Million Access on Mobile Devices
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4. Social Media Adoption
SOURCE:BLiNQ Media Infographic (Oct. 2011)
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5. Social Media Adoption
• 127 Million Active Users
• 54% of Twitter Users Use On Mobile Devices
• 36% of Twitter Users Tweet At Least Once A Day
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6. The Rise Of Pinterest
SOURCE: Experian Hitwise
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7. Why Focus On Social Media?
56% of U.S. consumers feel a stronger
connection with and better served by
companies when they can interact with them in
a social media environment.
SOURCE: Cone Inc Study
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8. Social Media Spending
19.5%
10.8%
7.4%
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9. B2C Companies Spending More
Social Media Spending in Next 5 Years
23% to 24% of Total Budget
SOURCE: 2012 CMO Survey Duke University’s Fuqua School of Business
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10. Creating a Mountain of Content
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11. Customer Photos on Facebook
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12. Great Blog Comments
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13. YouTube Videos
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14. The Challenge
Content Silos
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15. The Challenge
Fresh Gets Focus
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16. The Challenge
Your Facebook Content
84%
Not Seen
16%
Seen
SOURCE: Facebook Marketing Conference 2012
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17. The Challenge
Land Of Lost Content
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18. The Opportunity
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19. Universal Search
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20. Universal Search - Videos
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21. Universal Search - Images
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22. Universal Search - Blogs
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23. Universal Search – Discussions
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24. Universal Search - Social
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25. Universal Search for Retailers
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26. Connects Customers to Content
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27. Social Content in Search
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28. Video Content in Search
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29. Search Links to Facebook Photo
June 29, 2011
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30. Facebook Photo Links to Blog
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31. Search Links to Tweets
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32. Tweet Links to Blog
January 20, 2010
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33. Site Search Amplifies Social
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34. Ask Questions to Create Content
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35. Answers Appear in Search
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36. Facebook Like Button
2.7 Billion Likes and Comments Per Day
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37. Like Buttons in Search Results
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38. Social Merchandising in Search
Sort By Likes
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39. Pin it Buttons in Search
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40. Add Search to Facebook
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41. Mobile
• 1.2 billion – The number of active mobile
broadband subscriptions worldwide in 2011.
•85 – Percentage of handsets shipped globally
in 2011 that included a web browser.
•Holiday Sales from mobile were 3X last year.
•Mobile drove 10-14% of all holiday web traffic.
SOURCE: Royal.Pingdom.com Internet 2011 in Numbers
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42. Mobile Customer Frustrations
41% Frustrated
#1 Inability to complete transactions
#2 Search functionality
#3 User Interface
SOURCE: Tealeaf
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43. Search On iPhone
Without Mobile Site
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44. Search On iPhone
With Mobile Site
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45. Website Search = Mobile Search
Website Search Mobile Search
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46. Smart Phones VS Tablets
3.5 inch
VS
9.7 inch
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47. Smart Phones VS Tablets
Smart Phones Tablets
Find Store Location
Find Store Hours Browse Products
Research Products From Couch
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48. Thank You!
Steve Groenier
steve@attractonline.com
@marketonline