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

COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!

Social Retailing

What are the Top500 doing and why?

A webinar on 1 April (!) 2014

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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!


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!


Ian Jindal!@etail! @ianjindal!


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/!!


Launched at InternetRetailing Expo 2014

The 2014 Footprint Report

hPp://internetretailing.net/issues/top25002footprint/!!

)RRWSULQW��AmazonApple ArgosAsdaB&QBootsCarphone WarehouseDebenhamsDixons RetailGoogle PlayHomebaseHouse of FraserIKEAJohn LewisMarks & SpencerNew LookNextSainsbury’sScrewfixShop DirectSports DirectTescoTravis PerkinsWaitrose

AcerAdidas GroupAll SaintsAnn SummersAO.comASOSAurum GroupBHSBodenBody Shop, TheBook DepositoryBoschBurberryBuyItDirectCarpetRightChain Reaction CyclesClarksCo-operative GroupCostcoDabs.comDellDFSDirect Wines GroupDunelm MillDysonEbayeBuyerEdinburgh Woollen MillEstee LauderEuro Car PartsEvans CyclesFat FaceFindelFrench ConnectionFurniture VillageGameGAPGo OutdoorsH&MHalfordsHarrodsHewlett PackardHolland & BarrettHome Bargains (T.J. Morris)Ideal Shopping DirectJD SportsJD WilliamsKurt GeigerLakelandLastminute.comLaura Ashley

LEGOLloyds PharmacyLushM&M DirectMajestic WineMakroMaplin ElectronicsMatalanMiscoMiss SelfridgeMonsoon AccessorizeMorrisonsMothercareNet-A-Porter GroupOcadoOffice ShoesOptical ExpressPets At HomePhones 4UPhotobox GroupPlumbasePost OfficeQVCRalph LaurenRange, TheRicher SoundsRiver IslandRowlands PharmacySamsungSchuhSelfridgesSignetSonySpecsaversSpotifySuperdrugSuperGroupTed BakerThomas CookThorntonsTK MaxxTopps TilesToys R UsTUI TravelWaterstone’s BooksellersWH SmithWhite Company, TheWiggleWilkinsonZara

18 O IRDX Top 500

IRDX Top 500 O 19

Abel & ColeAGA RangemasterAgent ProvocateurAldissAldoAlexandraAlfred DunhillAmerican ApparelAmerican GolfAnya HindmarchArcoAsicsASK DirectAspecto Clothing Aspinal of LondonATS EuromasterAustin Reed GroupAvonAxminster ToolsBaker RossBarbourBarker & StonehouseBathstoreBBCBealesBeaverbrooksBekoBelkinBenchBerghausBerry Bros. & RuddBershkaBestseller BrandsBetterwareBetty & TaylorsBibendum WineBlacks OutdoorBlackwellBlue IncBondaraBonmarchéBoodlesBoohoo.comBook People, TheBoseBosideng LondonBoux AvenueBradfordsBrandAlleyBrandon HireBrantanoBravissimoBrewersBrooks BrothersBuild-A-Bear WorkshopBVG-Airflo GroupCalendar ClubCalumet PhotographicCamperCanvas HolidaysCard FactoryCash GeneratorCath KidstonCharacterCharles ClinkardCharles TyrwhittChelseaChemist DirectChristyChurch’sClaire’sClintonsCoesConran ShopsCorney & BarrowCountrywide FarmersCrabtree & EvelynCraghoppersCrew ClothingCrocsCromwellDamartDanielDAPW Duvet and Pillow WarehouseDaunt BooksDavid M RobinsonDecathlonDeckersDeichmannDentsDieselDiorDirect GolfDisney StoreDKNY

Dobbies Garden CentreDolce & GabbanaDolphin MusicDorothy PerkinsDr. MartensDuchamp LondonDuck and CoverDuluxDuneEASTElectrical Discount UK (Harry Garlick)ElemisEllis BrighamEmma BridgewaterEntertainer, The (TheToyShop.com)Ermenegildo ZegnaEurofficeEuronicsEXPANSYSF HindsFarfetch.comFarr VintnersFarrow & BallFeather & BlackFenwickFilofaxFireboxFired EarthFitflopFlannelsFloors-2-GoFoot LockerFootasylumForbidden PlanetForever 21Fortnum & MasonFossilFoylesFragrance Shop, TheFraser HartFred PerryFreemans.comFulton UmbrellasGames WorkshopGantGarden Centre Group, TheGetting PersonalGieves and HawkesGlasses DirectGNCGrattanGreat Little Trading CompanyGro Company, TheG-Star RawGucciGuessGuthy-RenkerH. Young (Animal)HabitatHackettHamleysHarper CollinsHarvey NicholsHawes & CurtisHawkin’s Bazaar (Tobar)Heal’sHenri-LloydHillarys BlindsHiSpek Electronics (Electricshop.com)Hi-Tec SportsHobbsHobbycraftHollisterHome & Cook (Tefal)HoopersHornbyHotel ChocolatHSSHudson ShoesHughes DirectHugo BossHunter BootHut Group, TheIC CompanysInterfloraIntersportIsabella OliverJack WillsJacobson GroupJacques VertJaegerJamie OliverJarroldJigsawJimmy ChooJML

Joe BrownsJohn SmedleyJohn SmithJoJo Maman BebeJones BootmakerJosephJoules ClothingJoyJVCKaren MillenKiddicare.comLa RedouteLa SenzaLaithwaite’s WineLand’s EndLeekesLevi StraussLibertyLinks of LondonLipsyLK BennettL’OccitaneLogitechLong Tall SallyLovehoneyLyle & ScottM&Co.Machine MartMamas & PapasManchester United MerchandisingMarc JacobsMargaret HowellMax SpielmannMaxwells DIYMenkindMint VelvetMole Valley FarmersMolton BrownMorphsuitsMoss BrosMotor WorldMountain WarehouseMulberry CompanyMultiyork FurnitureMustoMuubaaMylaNaked WinesNational GeographicNatural History Museum ShopNetflixNikeNisbetsNotcutts NurseriesNotonthehighstreetNovatechOakleyOddbinsOKAOldridsOliver BonasOn the BeachOriginal Factory Shop, TheOrvisOsprey LondonOverclockersOyyy.co.ukPalmersPandoraPaperchasePaul SmithPavers ShoesPerfume Shop, ThePerry Ellis GroupPetit BateauPhase EightPoundstretcherPradaPRC DirectPretty GreenPrinterlandPrinting.comProtyrePull & BearPumaQuiksilverRadleyRakuten Play.comRegatta Outdoor ClothingReissRGB DirectRobert DyasRohanRotary WatchesRoys

Ruia GroupRussell & BromleyRymanSamsoniteSavile RoadScholasticScotts of StowScribblerSCSSecretSales.comSee TicketsSevenoaks Sound and VisionShoe ZoneSilentnight GroupSkechersSmythsonSnow + RockSpace.NK Speedy ServicesSports HQSportsShoes.comStanfordsStaplesStart-rite ShoesSteinhoffSterling FurnitureStore Twenty OneSunglass HutSuperbreak HolidaysSuperfiSurfdome.comSuttons SeedsSwarovskiSwatchSweatshopSweaty BettyTaskersTeletext HolidaysTessutiTH BakerTheo FennellThomas PinkThomas SaboThompson & MorganTiffany & CoTimberlandTimpsonTisoTJ HughesTLG BrandsTM LewinToastTommy HilfigerTopmanTopshopTragus GroupTrespass ClothingTrippTrueshoppingTwinmar GroupUnipartUniqloUrban OutfittersUSCVersaceVictoria’s SecretVision ExpressVivienne WestwoodWacaol Eveden BrandsWallisWarehouse FashionWarren JamesWebbs Garden CentresWedgwoodWeldricks PharmacyWex PhotographicWhistlesWhite StuffWhittard of ChelseaWilliams SonomaWing YipWolseyWolverine WorldwideWorks, TheWorldStoresWynsors World of ShoesYorkshire Linen Company, TheYoursZalando

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!


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!


First Tweets – mostly between 2009 and 2010!

Welcome!messages!Source:!hPps://discover.twiPer.com/first2tweet#etail!!


First Tweets – mostly between 2009 and 2010!

Some!took!4me!to!adjust!to!the!new!channel…!


Twitter 15m UK users, 2.1bn searches/day; 80% mobile!

UKPM!or!Burberry?!2.61m!vs!2.81m!followers!

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Tweetailers.comhttps://twitter.com/etail/lists/tweetailers !

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Case Study – M&S as a social retailer!

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Co-creation, not just “voting”Examples from Julia Monro of M&S at IRX 2014!

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Campaign activity and interaction Examples from Julia Monro of M&S at IRX 2014!

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Interaction Grid Examples from Julia Monro of M&S at IRX 2014!

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Planned and Unpredictable Examples from Julia Monro of M&S at IRX 2014!

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Responding to customers – authentic PR followsExamples from Julia Monro of M&S at IRX 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!!

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Not all plain sailing – challenges to store staff and contact centre knowledge…!

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Impact of store employees on purchasing!

“Be as empowered as our

customers”

‘Knowledge’ as a key

indicator within

customer satisfaction.!


Creativity!

Source:!hPps://www.marke4ngsociety.co.uk/the2library/20122asos2social2media2case2study2highly2commended!!Bespoke!holiday!offers!at!@TCOffers!!


Creativity!


Presence!

Be there. There. And there.!1!


Acquisition!

Walk this way!2!


Conversation!

3!


Creativity!

4!


5!

The way they make you feel!Customer service!

COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!28!

Across all channels!6!

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Thank you !

•  Thanks also to:!! Aaron O’Dowling-Keane, Site and Social

Manager!! Martin Shaw, Researcher!

Contact via [email protected]!

!•  www.internetretailing.net!•  www.internetretailingawards.net!•  www.internetretailingconference.com!•  @etail!

Education

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