Social Media to Social Retailing

Like Minds “Social Commerce Immersive”

London, February 2011

www.ianjindal.com

www.ianjindal.com

http://twitter.com/ianjindal

Ian Jindal

www.ianjindal.com

http://twitter.com/ianjindal

Ian Jindal

www.ianjindal.com

http://twitter.com/ianjindal

Ian Jindal

Internet and eCommerce

•  73% of the UK is online (93% for the top 10% of earners – 3.5 times higher than the lowest 10%)

•  14.3 million households

•  83% of houses with children have internet access

•  44% have a social media profile

Source: http://www.statistics.gov.uk/articles/social_trends/e-society-2010.pdf

Up to 93% penetration for the affluent, 73% overall

•  80% of 16 ~ 54 yr-olds access daily

•  Main uses –  Email (90%)

–  Information (75%)

–  Travel (63%)

–  Internet Banking (54%)

–  Reading (51%)

–  Web Radio or TV (45%)

–  Chat/Social (45%)

Source: http://www.statistics.gov.uk/articles/social_trends/e-society-2010.pdf

Internet is part of daily life

Source: http://www.statistics.gov.uk/articles/social_trends/e-society-2010.pdf

TV is still more important though…

Social Media to Social Commerce

In May 2010 Social Networks overtook Search as the primary category in the UK

Upstream traffic from social media now exceeds email.

Robin Goad, Hitwise director of research, said:

“The growth of social networking, online video and the continuing popularity of news websites has meant that an increasing proportion of consumers’ online time in the UK has been devoted to online media”.

Social traffic to retailers exceeds email

Upstream traffic from social media now exceeds email.

Robin Goad, Hitwise director of research, said:

“The growth of social networking, online video and the continuing popularity of news websites has meant that an increasing proportion of consumers’ online time in the UK has been devoted to online media”.

Social traffic to retailers exceeds email – trend consolidated in 2010 (Hitwise)

http://weblogs.hitwise.com/heather-dougherty/2011/01/holiday_retail_gets_more_socia.html

•  500 million users

•  250 million log in every day

•  130 friends (average user) •  700 billion minutes/month spent on FB

•  200 million users via Mobile •  Mobile users 100% more active (ie 2x)

Source: http://www.facebook.com/press/info.php?statistics

Social and Mobile

Social Retailing?

• 183 billion user-generated impressions

• c3300 review impressions per second • c.1,000 retailers

•  http://www.texastechpulse.com/bazaarvoice_releases_traffic_stats/s-0021683.html

Customer to Customer (C2C) and the Network Effect

Hand-to-hand selling - Twitter and ‘Tweetailers’

http://twitter.com/etail/tweetailers

Facebook Deals - adding promotions to place and social

http://econsultancy.com/uk/blog/6811-facebook-launches-location-based-deals-will-users-actually-redeem-them

http://www.internetretailing.net/2011/02/facebook-deals-adding-the-what-to-the-where-and-who/

http://econsultancy.com/uk/blog/6811-facebook-launches-location-based-deals-will-users-actually-redeem-them

http://www.internetretailing.net/2011/02/facebook-deals-adding-the-what-to-the-where-and-who/

Facebook Deals - adding promotions to place and social

What skills will we demand of staff?

Social Commerce – Roundtable videos…

http://www.internetretailing.net/events/bazaarvoice-social-commerce-insight-roundtable

Social Retailing?

Social media and UGC a normal part of retail now

Social retailing needs to fight for resource within thinly-staffed teams

Social retailing is hands-on: individual, real people speaking with customers

Focus on social media to amplify the voice of the customer, and connect

Challenges to skills, roles, notions of brand, engagement and ROI…

Mobile : Place and M-Retailing – the mobile brings social ‘alive’

Guerilla m-retailing - it’s just retailing

A different paradigm: modal and contextual

Mobile, social and information – Digital Shoplifting

900,000 views a month 45% on the

dealer forecourt!!

Mobile, social and information – the effect on retail the forecourt

M-Retailing has enabled S-Retailing

Yesterday’s future – social and mobile – is already here

•  Over 2 years old

•  All components now exist and are free

•  All aspects “work” too!

Copyright Icon Nicholson

http://www.iconnicholson.com/nrf07/

S-Retailing…

Unlocked eCommerce from ‘just’ the web and ‘just’ a keyboard

Your staff need to live with the brand and the customers – around the clock?

Customers can live with your brand everywhere, on their terms

Mobile has mobilised (sorry) the retailers to sell socially

Customer to Customer selling is supplemented by Retailer to Customer!

Impact on skills and staffing at head office, in-store and contact centres

Thank you!

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www.europeanecommerceforum.org

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