Social Commerce

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Beyond Transactions

Dr Paul MarsdenSocial Media StrategistSyzygy Group

p.marsden@syzygy.net

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Social Commerce for brands is EVOLVING...

Adding Social Mediato E-Commerce Platforms

Adding E-Commerce toSocial Media Platforms

What’s Next??????????

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You’ve got the bases covered... social media on your e-commerce platform to increase traffic, order value and conversion - and reduce support and returns costs

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The job has been made easier with Facebook social plugins...

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And for brands new to e-commerce, you’ve added e-commerce to social media platforms; a ‘DTC* sand box’ using the LEAD strategy

Listen

Experiment

Adapt

Develop

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*Direct to Consumer

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IS THAT IT?

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“One more thing...”

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Use social commerce to build RELATIONSHIPS not just transactions

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Not any relationship, but PROFITABLE relationships; users who buy more, for more, more often - for longer

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HOW?

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Customer economics 101: Value of a customer is not just what they’ve spent with you, but what they will spend with you over the lifetime of the relationship...

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..plus their referral value - the value of bringing you new customers by word of mouth

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So why not use social commerce for loyalty and referral marketing?

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Loyalty campaigns in social media...

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Loyalty campaigns in social media...

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Loyalty campaigns in social media...

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Loyalty campaigns in social media...

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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - Pop up ‘tryvertising’ stores in social media

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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - Pop up ‘tryvertising’ stores in social media

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Harnessing the referral value of customers

“Social commerce is the concept of word of mouth applied

to e-commerce”

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Referral campaigns in social media...

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Referral campaigns in social media... ‘social affiliates’

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Referral campaigns in social media... ‘social affiliates’

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Beyond campaigns and programs: One thing drives both LOYALTY and REFERRAL - customer experience

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Using social media to deliver expectation-beating customer experiences

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Using social media to deliver expectation-beating customer experiences

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Using social media to deliver expectation-beating customer experiences

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Social Commerce - Beyond Transactions...

Adding social media to e-commerce platforms

Adding e-commerce to social media platforms

Running loyalty campaigns in social media

Running referral campaigns in social media

Using social media for customer experience management

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Thank youwww.socialcommercetoday.com