Upload
g3-communications
View
479
Download
4
Embed Size (px)
DESCRIPTION
According to Gartner, by 2014 social networking services will replace e-mail as the primary vehicle for interpersonal communications for 20% of business uses. Tracking social presence via the number of followers and fans, traffic to web site, social mentions across platforms, share of social conversations and social influence are great ways to measure brand effectiveness – but what comes next? What are leading retailers doing today to mine this platform for actionable insight and truth? And how are they using that insight to meeting their growing business initiatives? Attend this session and learn: 1) Why joining the social media revolution is one of the top 5 ways to avoid losing customers this year; 2) The key data mining techniques and best practices for gaining actionable insight into your customers; and 3) How the right technology platforms can integrate your social media strategy with your overall business goals.
Citation preview
Social Media for Retail: Transla3ng “Posts” Into Profits
Presented by Session sponsored by
#CCSeries13
About CCS 2013
ü 9 Webinars, 4 Days
ü Sessions covering Mobile,
Social, Store Ops,
X-Channel, and more
ü Featuring industry
analysts and consultants
ü Free for Retail executives
www.retailtouchpoints.com/connected-consumer-2013
#CCSeries13
Follow The Webcast On Twi:er
#CCSeries13 @ConnectConsumer @RTouchPoints
#CCSeries13
About Retail TouchPoints
ü Launched in 2007
ü More than 25,000 subscribers
ü Provide executives with relevant,
insightful content
ü Free Resources such as White Papers,
E-book, Webinars, Research and
Podcasts
www.RetailTouchPoints.com
#CCSeries13
BrightTALK
#CCSeries13
Today’s Panelists
Leslie Belcher Retail Industry Market Development Manager Microsoft
Alicia Fiorletta Associate Editor Retail TouchPoints
MODERATOR
George Casey CTO and SVP, Marketing Junction Solutions
" Worldwide there over a Billion users on Facebook,
" Every 60 seconds on Facebook: 510 comments are posted, 293,000 statuses are updated, and 136,000 photos are uploaded,
" 50% of 18-24 year-olds go on Facebook when they wake up,
" One in five page views in the United States occurs on Facebook.
" Twitter has 140 Million active users,
" Sees 340 million tweets per day,
" About half of the world’s Twitter users are from the USA,
" Every second 750 tweets are being shared on Twitter.
YouTube
" More than 1 billion unique users visit YouTube each month,
" Over 4 billion hours of video are watched each month on YouTube,
" 72 hours of video are uploaded to YouTube every minute,
" 70% of YouTube traffic comes from outside the US,
" In 2011, YouTube had more than 1 trillion views or around 140 views for every person on Earth.
Increasing Customer Loyalty via Social Media There are many tactics to choose from, but most effective are those that create or strengthen customer connections: " Crowdsourcing " Online communities or forums " Coordinated events that bring them together " Platform to turn loyal shoppers into evangelists " Gamification (repurchasing and loyalty) " User-generated content
PERSONAL: from mass merchandise
to personal merchandise
SEAMLESS: connect wherever, whenever,
on any device
DIFFERENTIATED: from standard to
standout
CONNECTED WITHOUT
COMPROMISE: listen, learn and respond to
customers
PERSONALLY RELEVANT: increase productivity & focus
on customers
AGILE & OPPORTUNISTIC: anticipate trends,
stop reacting, start being strategic
The Dynamic Business
© 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
Attitude, Behaviors and Social Media
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
Social Media – The Everlasting Frontier
eBook “The Top 5 Ways to Avoid Losing Customers This Year” Retail TouchPoints & Junction Solutions 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
Descriptive Data (Who?) • Attributes • Demographics • Self-reported info
Attitudinal Data (Why?) • Opinions • Preferences • Needs and Desires
Interaction Data (How?) • E-mail/Social Media Transcripts • Call Center Notes • Clickstream Analysis
Behavioral Data (What?) • Transactions • Payment History • Usage Information
The New 360-degree View of the Customer
Analytics Magazine “Comprehending the Complete Customer” 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
Capturing the Digital Footprint
By adding the “Pin It” button to tens of thousands of pages, within a few months, Pinterest became a top 10 referring site for Sephora.com in 2012.
eBook “The Top 5 Ways to Avoid Losing Customers This Year” Retail TouchPoints & Junction Solutions 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
• Requires a discovery-driven approach – Need the right “mindset” to be able to solve the
problem efficiently – Start with the “data story” rather than the business
problem
The Unstructured Data Problem
Analytics Magazine “Comprehending the Complete Customer” 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
MINDSET– WHY? • How to overcome our biases for
structured data? • Hypothesis vs. discovery-driven
approaches • What customer problems can we solve
and how?
SKILL SET – HOW? • Storage • Manipulation • Appreciation for quantitative
techniques
DATA SET – WHAT? • Descriptive data
• Attitudinal data • Interaction data • Behavioral data
Hypothesis Models vs. Data-Driven Discovery
Analytics Magazine “Comprehending the Complete Customer” 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
Integration, Insight and Action
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
The 4 Keys to Integrate Attitude & Behavior
1.) Behavioral profiling of various aLtudinal segments
2.) Understanding the linkage between behavioral and aLtudinal data
3.) Behavioral segmenta3on of the user base, with an aLtudinal validaNon
4.) Event triggers and longitudinal analysis
Analytics Magazine “Comprehending the Complete Customer” 2013
where technology meets inspira3on l ©2012. All rights reserved. where technology meets inspira3on
#CCSeries13
Q&A
#CCSeries13
Panelists
Leslie Belcher Retail Industry Market Development Manager Microsoft
Alicia Fiorletta Associate Editor Retail TouchPoints
MODERATOR
George Casey CTO and SVP, Marketing Junction Solutions
#CCSeries13
Thank You For Joining Us
www.retailtouchpoints.com/connected-consumer-2013
Embracing Analy3cs To Boost Profits And Loyalty Tomorrow, 12 PM ET / 9 AM PT
The next Connected Consumer Series session…