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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniChannel Retail
Best Practices
For BRANDS and RETAILERS
©StephanyGochuico
@stephgo77 1
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
2
3
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Contents
1. Why and what is OmniChannel Retail?
2. What are the consumer behaviours?
3. Who are the Best-in-Class OmniChannel Retailers?
4. What are the OmniChannel Challenges in France?
5. What are the OmniChannel Best Practices?
6. How to deal with Showroomers?
7. How to be successful in implementing OmniChannel?
1
Why and what is OmniChannel Retail?
4
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
5
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Why OmniChannel?
BECAUSECONSUMERSARE
So Lo Mo
SOCIAL LOCAL MOBILE
What is OmniChannelRetail?
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
7
Photo Courtesy: National Retail Federation “Mobile Retail Initiative”, 2011
Multi-Channel
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: C. Wonder, Balance Internet, Fit for Commerce - imagine 2012, Magento Conference
Retailers have multiple channels but they aren’t
integrated.
Cross-Channel
9
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: C. Wonder, Balance Internet, Fit for Commerce - imagine 2012, Magento Conference
Starting in one channel and transacting in another.
Omni-Channel:For customers
10
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Many Channels. Many journeys. But One Brand.
Omni-Channel:For Retailers
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Single view of the customer and data.
2
What are the Consumer behaviours?
12
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Google “The New Multi-Screen World: Understanding Cross-platform Consumer Behaviour,” August 2012,
15738 respondents
14
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Google “The New Multi-Screen World: Understanding Cross-platform Consumer Behaviour,” August 2012,
1611 respondents.
15
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Google “The New Multi-Screen World: Understanding Cross-platform Consumer Behaviour,” August 2012.
16
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Ipsos OTX/Google 2012 Holiday Shopping Intentions Survey, 1500 respondents.
17
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Ipsos OTX/Google 2012 Holiday Shopping Intentions Survey, 1500 respondents
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Forrester Research “European Technographics® Consumer Technology Online Survey”, Q4 2012
ConsumersSpendMore in MultipleChannels
19
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Accenture European E-commerce Survey 2011, 146 European retailers from 6 retail sectors, 7 countries
(France, Denmark, Germany, Italy, Poland, Spain, UK).
76%spend more
ConsumersSpendMore in MultipleChannels
20
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: PwC “2013 Global Multi-channel Retail Survey”, 11000 respondents,
11 countries (France, Germany, The Netherlands, USA, UK, China, Switzerland, Brazil, Canada, Turkey & Russia).
Understandingthe Multi-GenerationalConsumers
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Date of Birth Age in 2014 Generation
Before 1946 69 and above Seniors, Traditionalists, Veterans
1947 - 1963 51 - 68 Baby Boomers
1964 - 1979 35 - 50 Generation X, GenX, Xers
1980 – 2000 13 - 34 Generation Y, GenY, Echo Boomers, Millennials
UnderstandingtheMulti-GenerationalConsumers
22
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Experian Marketing Services “The 2013 Digital Marketer”
GlobalConsumer Needs:
Topdriversofcustomerspending
23
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: PwC “2013 Global Multi-channel Retail Survey”, 11000 respondents,
11 countries (France, Germany, The Netherlands, USA, UK, China, Switzerland, Brazil, Canada, Turkey & Russia).
GlobalConsumer Needs
Topdriversofcustomerspendingvarybycountry
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
24
Source: PwC “2013 Global Multi-channel Retail Survey”, 11000 respondents,
11 countries (France, Germany, The Netherlands, USA, UK, China, Switzerland, Brazil, Canada, Turkey & Russia).
3
Who are the Best-in-Class
OmniChannel Retailers?
25
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniChannelBest-in-ClassRetailers(US)
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
26
Source: Retail Info Systems “OmniChannel Readiness,” October 2013
#1 Apple & Nordstrom 45.8% | #2 Macy’s 37.5% | #3 Walmart 33.3% | #4 Target & Best Buy 20.8%
OmniChannelBest-in-ClassRetailers(UK)
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Source: Webcredible UK “Omni-Channel Customer Experience,” November 2012
#1 Burberry | #2 Waterstones | #3 Debenhams | #4 Topshop | #5 Harrods
#6 John Lewis | #7 Marks & Spencer | #8 Boots | #9 Next | #10 Ted Baker
OmniChannelBest-in-ClassRetailers(Global)
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Source: Ebeltoft Group “Global Cross Channel Retailing Report, The (Un)connected Store,” 2012
COUNTRY RETAILER CATEGORY
Australia Dick Smith Electrical goods
Brazil Saraiva Electrical goods
Canada Best Buy Electrical goods
Chile Falabela General
China Suning Electrical goods
Denmark YouHeShe Fashion
France FNAC Electrical goods
Germany Conrad Electrical goods
Italy Marco Polo Electrical goods
Portugal Continente General
Romania Domo Electrical goods
Singapore Traceyeinny Fashion
Spain El Corte Ingles General
Switzerland Interdiscount Electrical goods
Turkey Teknosa Electrical goods
UK Debenhams General
USA Walmart General
GlobalBenchmarkof OmniChannelPractices
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Source: Dia-Mart Consulting and Ebeltoft Group, November 2013
GlobalBenchmarkof OmniChannelPractices
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Source: Dia-Mart Consulting and Ebeltoft Group, November 2013
Incredible delay of the
French General Retailers!
The DRIVE is a brilliant invention….
But the OmniChannel issue has to be dealt with!
4
What are the OmniChannel
Challenges in France?
31
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniChannel Challenges in France
1. Price difference across channels
2. Order management system
3. Inaccurate inventory information
4. OmniChannel support from C-suite
5. Lack of communication about OmniChannel
6. Loyalty programs are not OmniChannel
7. Culture shock between RETAIL and DIGITAL
8. Store associates are not OmniChannel ready
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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OmniChannelChallengesin France
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OFFLINE
ONLINE
MOBILE
SOCIAL
The
HUMAN
factor
is the
BIGGEST
Challenge
in
OmniChannel
RETAIL
Operations.
5
What are the OmniChannel Best Practices?
34
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniRetailMatrix1: Strategy
36
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Strategy:Customer
37
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
“There is only one boss. The customer. And
he can fire everybody in the company from
the chairman on down, simply by spending
his money somewhere else. ”
-Sam Walton, Founder of Wal-Mart Stores Inc.
Walmart is present in 27 countries, total 10,942 retail units (4,203 in the US).
Retailers must be Customer-Centric.
Strategy:TransversalOrganization
38
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Get Executive Buy-In and Evangelize OmniChannel
Strategy:TransversalOrganization
39
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Appoint an OmniChannel Director
Hired Karen Dracou,
ex-OmniChannel Director of John
Lewis to head Tesco’s multi-channel
team.
Hired Burberry CEO Angelo
Ahrendts to head Apple’s retail and
online stores, joins Apple in the
spring 2014.
Hired Robert B. Harrison to be Chief
OmniChannel Officer to oversee the
integration of store, online and
mobile operations.
Strategy:TransversalOrganization
40
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Equip all employees with OmniChannel strategy
Source: Retail TouchPoints Survey 2012
Increase investments in
Mobile Technology 36.7%,
Product Merchandising 36.7%,
Employee Training 34.7%.
Strategy:DevelopDigital Channels
41
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Datamust becentralizedon a singleplatform.
42
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
#1 Customers
#2 Products
#3 Inventory
InventoryChallenges
43
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: RSR Research, July 2012. Retailers with presence in the USA, Canada, Latin America, UK, Europe, Middle East,
Africa & Asia Pacific.
Strategy:ObtainReal-timeInventoryVisibility
44
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Skyetek
The Solution: Item-Level RFID
Inventory is so much faster, more accurate, & long-term cost-effective solution
Strategy:ObtainReal-timeInventoryVisibility
45
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Weidenhammer
The Solution: Item-Level RFID
Strategy:ObtainReal-timeInventoryVisibility
46
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Retailers using Item-Level RFIDs
Strategy:OptimizeOrderFulfillmentOperations
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
47
Situation from Best-in-Class OmniChannel Retailers
Strategy:OptimizeOrderFulfillmentOperations
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
48
RETAIL
DISTRIBUTION
CENTER
E-COMMERCE/MOBILE
DISTRIBUTION
CENTER
Situation in France…
Strategy:OptimizeOrderFulfillmentOperations
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
49
RETAIL
DISTRIBUTION
CENTER
E-COMMERCE/MOBILE
DISTRIBUTION
CENTER
The Solution: Ship from Anywhere
SHIP
FROM
STORE
Strategy:OptimizeOrderFulfillmentOperations
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
50
The Solution: Ship from Store
versus
>50 km distance
0-5 km distance
E-COMMERCE/MOBILE
DISTRIBUTION
CENTER
Strategy:OptimizeOrderFulfillmentOperations
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
51
The Solution: Ship from Store
1. Setup Distributed Order Management (DOM) technology
2. Setup Miniature Warehouse Management Systems (WMS).
Stores become a mini distribution center for online orders.
3. Train all store associates for their “new” role.
Strategy:LoyaltyPrograms
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
52
Provide customers with Coupons, Loyalty Points, Loyalty
Vouchers, Promotions, Instant rewards, …
*Source: Deloitte National Research Survey and Loyalogy “Loyalty Plus Research Study” Jan 2013
88% of businesses with loyalty programs
are more profitable than their competitors who
do not use this solution.*
How to have360° Customer Insight?
53
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Alexis Lecanuet of Accenture
Strategy:LoyaltyPrograms
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
54
HIGH Employee Engagement = INCREASED Customer Loyalty
Source: Demand Metric Benchmark Report “Employee Engagement: Revenue Growth Strategy for 2014” Dec 2013
OmniRetailSalesIncentive
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniRetailReturns Management
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Strategy:OmniChannelCampaigns
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Source: Maxxing
OmniRetailMatrix2: Channels
58
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Channel: Webstore
59
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
• Webstore = Online Store = E-Commerce Site
• Choice of a reliable E-Commerce platform is very
important!
Channel: Webstore
60
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: NBS System “Benchmark of E-Commerce Solutions” June 2013
Use E-Commerce platforms with OmniChannel Capability
Sales > €15M > €15M > €150M > €15M > €15M <€1.5M<€15M
SocialCommerce
61
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: AddShoppers / Graph Courtesy: BI Intelligence
Social Apps tracks websites to determine sales revenue generated from
social media sites.
SocialCommerce
62
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Unmetric “Social Media Shakedown of Top Brands“ April 2013
63
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: conversationprism.com
Are Facebook,Twitter,Pinterest,et al.
the only ones who can impact
retailer’ssales revenue?
Check out THE CONVERSATIONPRISM.
64
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: conversationprism.com
SocialCommerce
If you make customers unhappy in the physical world,
they might each tell 6 friends.
If you make customers unhappy on the Internet,
they can each tell 6,000 friends.
-Jeff Bezos, CEO of Amazon
65
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
“
MobileCommerce Ecosystem
66
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
©Stephany Gochuico
OmniRetailMatrix3: Technology
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniChannelStrategy
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Retailers must work with a System Integrator
6
How to deal with Showroomers?
69
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
How to deal with Showroomers?
70
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
• Price matching strategy
• Exclusivity of brands
• Customers want a personalized experience*
 55% want their retailer to use prior purchasing to offer new promotions
 43% want their prior purchases to result in new product recommendations
 43% want their retailers to invite them to events
 36% want their retailers to involve them in new product ideas.
• Consumers are interested in new retail concepts that improve
the shopping experience*
*Source: IBM Institute for Business Value, May 2013, surveyed 26,737 shoppers in 14 countries (Japan, Australia,
China, Italy, United Kingdom, United States, Brazil, France, Canada, Mexico, Spain, Chile, Germany and India).
How to deal with Showroomers?
Customerswanta personalizedexperience
71
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Source: Capgemini Consulting “Digital Shopper Relevancy,” July 2012, 16000 respondents, 16 countries (Australia,
Brazil, Canada, China, Finland, France, Germany, India, Italy, Mexico, Russia, Spain, Sweden, Turkey, UK, USA).
How to deal with Showroomers?
72
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Develop Personalized OmniChannel Capabilities
Source: RIS News Custom Research “OmniChannel Readiness”, October 2013
7
How to be successful in
implementing OmniChannel?
73
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
Give100%attentionto eachelementin
OmniRetailMatrix1:Strategy
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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OmniRetailStatus123™
75
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
OmniRetail Status123™ will enable retailers to assess their own
OmniChannel status, and consider the next steps in order to achieve
greater efficiency, enhance the customer experience, and expand retail
business to the fullest extent.
STATUS
1. CUSTOMER
The secret of successful omnichannel retail business is to give customers what they want. The customer must be at the
heart of business.
1 Have a centralized customer data (name, address, telephone number, birth date, …) 1
2 Know which channel each customer prefers to use - Store, Web, Mobile, Social 1
3 Know the customer’s purchase history 1
…
…
116 Have one Channel Manager specializing in each channel’s technology 1
117 Technology solutions accompany the business unit but not vice versa. 1
TOTAL SCORE OUT OF 117: 117
OmniRetailDifferentiators
1. Customer service
2. Customer experience
3. Employee Engagement leads to
Customer Loyalty
4. K.I.S.S. Principle
5. Innovation at All Times
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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OmniRetailDifferentiator
Customerservice
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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The best customer service is
if the customer doesn’t need to call you,
doesn’t need to talk to you. It just works.”
-Jeff Bezos, CEO of Amazon
“
OmniRetailDifferentiator
Customerservice
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
78
Lousy Customer Service Costs
UK Businesses £12 Billion a Year.”
-Our Social Times, 29 May 2013
“
OmniRetailDifferentiator
Customerexperience
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
79
You’ve got to start with the customer
experience and work back toward the
technology – not the other way around.”
-Steve Jobs at the World Wide Developers Conference
in May 1997
“
OmniRetailDifferentiator
Customerexperience
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
80
OmniRetailDifferentiator
Customerloyalty
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
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Loyal customers, they don’t just come back,
they don’t simply recommend you, they insist
that their friends do business with you.”
-Chip Bell, Founder of Chip Bell Group
“
OmniRetailDifferentiator
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
82
That’s been one of my mantras — focus
and simplicity. Simple can be harder than
complex: You have to work hard to get
your thinking clean to make it simple. But
it’s worth it in the end because once you
get there, you can move mountains.”
-Steve Jobs
“
KISS = Keep It Simple, Stupid.
OmniRetailDifferentiator
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
83
Products don’t kill business but failure to
adapt quickly to a new ecosystem does.”
-Stephany Gochuico
“
Innovation at all times.
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
84
OmniChannel:expensive,long,difficult,energyconsuming.
Inevitable…
Retailersestimatethey lose$65M
(€47M)for every billion dollars(€721M)
in revenue due to a lack of OmniChannel
readiness.”
OmniChannelRetailBestPractices©StephanyGochuico-16June2014
85
Source: Retail Info Systems “OmniChannel Readiness,” October 2013
“
Thankyou foryourattention.
Pleasedropme alinewithyourfeedbackorquestions.
Stephany GOCHUICO
(Looking for a new challenge in the digital/high-tech sector)
Twitter: @stephgo77
E-mail: stephgo@rocketmail.com
LinkedIn: www.linkedin.com/in/stephanygochuico
Blog: www.omniretail-experts.com
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OmniChannelRetailBestPractices©StephanyGochuico-16June2014

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OmniChannel Retail Best Practices for Brands and Retailers

Editor's Notes

  1. 34-49 yrs old: Generation X Tech savvy, disloyal to brands, price conscious, multicultural, like initiatives that are useful and practical. 18-33 yrs old: Generation Y or The Millennials They want speed, choice, customization, scrutiny, integrity, collaboration, entertainment, and innovation. They’re very “social”; not afraid to post publicly what they think.
  2. 41èmes Journées Annuelles de l’IFM (Institut Français du Mer. 26-27-28 nov 2013, CNIT. Cross-canal dans le retail, où en sont vraiment les enseignes? 166 enseignes dans 16 pays, 132 dirigeants interviewés.
  3. Écarts de prix entre différents canaux Retour en magasin des produits achetés online Validité multicanal de la carte de fidélité
  4. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  5. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  6. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  7. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  8. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  9. Tesco, top 3 Global Retailer ranked by 2013 Deloitte report of the 250 largest retailers around the world for fiscal 2011 Deloitte LLP “Global Powers of Retailing 2013 Retail Beyond”
  10. The data below was provided by AddShoppers, utilizing proprietary social commerce platform called Social Apps which includes Smart Sharing Buttons, Social Analytics, and ROI Tracking. AddShoppers embed tracking codes on over 10,000 retailers’ websites worldwide to determine whether sales revenue can be attributed to a referral from a social media site.
  11. Walmart has 100,024 monthly active users, far more than the sector’s average of 1,022
  12. Blog/Microblogs – WordPress, Blogger, Tumblr, etc. Business – Linkedin, Viadeo, Plaxo, etc. Comments – Disqus, livefyre, dis.cuss.it, etc. Content/Documents – Scribd, SlideShare, Prezi, etc. Crowd Wisdom – Reddit, Digg, Storify, etc. Discussion & Forums – Facebook, Linqia, 4chan, etc. Enterprise – Yammer, Telligent, Chatter, etc. Events – Eventbrite, Zvents, Meetup, etc. Influence – TweetLevel, Klout, PeerIndex, etc. Location – Foursquare, Sonar, Dopplr, etc. Livecasting – Livestream, Stickam, qik, etc. Music – Pandora, SoundCloud, Shazam, etc. Nicheworking – Miso, GetGlue, Wiser.org, etc. Pictures – Instagram, Flickr, Shutterfly, etc. Quantified Self – Nike+, RunKeeper, Jawbone, etc. Q&A – Answers.com, Yahoo! Answers, Wiki Answers, etc. Reviews & Ratings – Yelp, Amazon, Epinions, etc. Service Networking – DesignCrowd, 99designs, Taskrabbit, etc. Social Bookmarks – Evernote, Diigo, Pearltrees, etc. Social Commerce – Bazaarvoice, Shopkick, Livingsocial, etc. Social Curation – Pinterest, ScoopIt!, Paper.li, Feedly, etc. Social Marketplace – Groupon, Kickstarter, Copious, etc. Social Networks – Facebook, Google+, MySpace, etc. Social Streams – Twitter, Pheed, Echo, etc. Video – YouTube, DailyMotion, Vimeo, etc. Wiki – Wikispaces, TWiki, Wikia, etc.
  13. Blog/Microblogs – WordPress, Blogger, Tumblr, etc. Business – Linkedin, Viadeo, Plaxo, etc. Comments – Disqus, livefyre, dis.cuss.it, etc. Content/Documents – Scribd, SlideShare, Prezi, etc. Crowd Wisdom – Reddit, Digg, Storify, etc. Discussion & Forums – Facebook, Linqia, 4chan, etc. Enterprise – Yammer, Telligent, Chatter, etc. Events – Eventbrite, Zvents, Meetup, etc. Influence – TweetLevel, Klout, PeerIndex, etc. Location – Foursquare, Sonar, Dopplr, etc. Livecasting – Livestream, Stickam, qik, etc. Music – Pandora, SoundCloud, Shazam, etc. Nicheworking – Miso, GetGlue, Wiser.org, etc. Pictures – Instagram, Flickr, Shutterfly, etc. Quantified Self – Nike+, RunKeeper, Jawbone, etc. Q&A – Answers.com, Yahoo! Answers, Wiki Answers, etc. Reviews & Ratings – Yelp, Amazon, Epinions, etc. Service Networking – DesignCrowd, 99designs, Taskrabbit, etc. Social Bookmarks – Evernote, Diigo, Pearltrees, etc. Social Commerce – Bazaarvoice, Shopkick, Livingsocial, etc. Social Curation – Pinterest, ScoopIt!, Paper.li, Feedly, etc. Social Marketplace – Groupon, Kickstarter, Copious, etc. Social Networks – Facebook, Google+, MySpace, etc. Social Streams – Twitter, Pheed, Echo, etc. Video – YouTube, DailyMotion, Vimeo, etc. Wiki – Wikispaces, TWiki, Wikia, etc.
  14. The data below was provided by AddShoppers, utilizing proprietary social commerce platform called Social Apps which includes Smart Sharing Buttons, Social Analytics, and ROI Tracking. AddShoppers embed tracking codes on over 10,000 retailers’ websites worldwide to determine whether sales revenue can be attributed to a referral from a social media site.