The Social Customer Experience
Socializing the Retail & ! eCommerce Experience
April 13, 2015
www.liveworld.com
About Me
Peter Friedman CEO & Chairman, LiveWorld @PeterFriedman [email protected]
2
89%
Believe the customer experience will be their primary basis for competition by 2016
3
26%
Companies have a strategy to improve the customer experience
4
70%
Buying experiences are based on how customers feel they are being treated
5
Our New Reality 1) Reduced product-based competitive advantages 2) Harder to reach consumers & influence behavior 3) Marketers must find new areas to win customers
6
The Opportunity
Customer Experience is the chief battleground for brands 7
If the associates treat the customers well, the customers will return again and again…
And that is where the real profit in this business lies.”
– Sam Walton 8
Our Big Idea Great businesses are driven by customer dialogue & relationships
…Social Media allows you to deliver personal touch experiences at scale. 9
Focus on The Customer 10
It’s the people
11
12
13
14
15
16
17
18
The Ultimate Sharing Site Personal parenting stories turned into webisodes ½% increase in Suave market share 19
Amplify The Shopping Experience 20
MAXX Moments
21
Bring The Store Experience Online
22
Recreate Core In-Store Experience
23
Recreate Core In-Store Experience
24
Helps Customers
Save Money & Live Better Quotes & Graphs
…And during the holidays, so do the Walmart Twitter Elves! 25
Engaging Customers WALMART READ MY BLOG AND TWEETED ME I’m sure they Tweet lots of people but they tweeted ME. How oddly cool is that?
26
Campaign For Real Beauty
“ This is a positive revolution in advertising. I know that ‘revolution’ is a strong word, but I mean it Quotes & Graphs
Sales Up 50% 27
Campaign For Real Beauty 1) About the customers, not the brand 2) Customers sharing stories, conversations & building relationships Quotes & Graphs 3) Emotional engagement
28
Conclusion 29
Takeaways 1) Customer Experience is the next battleground 2) Conversations shape relationships & loyalty 3) Social enables personal touch at scale
30
About LiveWorld: 31 Years Social Customer Experience Solutions STRATEGY Apple Bloomingdales Borders Burger King eBay
CAMPAIGN MGMT Expedia David’s Bridal GAP Home Depot Joann Fabric
ENGAGEMENT Marriott Macys McDonalds QVC Sears
INSIGHTS Staples Starbucks TJX Walmart Whole Foods
31
Free PDF visit liveworld.com 32
Let’s Dialogue
[email protected]
33
April 13, 2015
www.liveworld.com
About Me
Peter Friedman CEO & Chairman, LiveWorld @PeterFriedman [email protected]
2
89%
Believe the customer experience will be their primary basis for competition by 2016
3
26%
Companies have a strategy to improve the customer experience
4
70%
Buying experiences are based on how customers feel they are being treated
5
Our New Reality 1) Reduced product-based competitive advantages 2) Harder to reach consumers & influence behavior 3) Marketers must find new areas to win customers
6
The Opportunity
Customer Experience is the chief battleground for brands 7
If the associates treat the customers well, the customers will return again and again…
And that is where the real profit in this business lies.”
– Sam Walton 8
Our Big Idea Great businesses are driven by customer dialogue & relationships
…Social Media allows you to deliver personal touch experiences at scale. 9
Focus on The Customer 10
It’s the people
11
12
13
14
15
16
17
18
The Ultimate Sharing Site Personal parenting stories turned into webisodes ½% increase in Suave market share 19
Amplify The Shopping Experience 20
MAXX Moments
21
Bring The Store Experience Online
22
Recreate Core In-Store Experience
23
Recreate Core In-Store Experience
24
Helps Customers
Save Money & Live Better Quotes & Graphs
…And during the holidays, so do the Walmart Twitter Elves! 25
Engaging Customers WALMART READ MY BLOG AND TWEETED ME I’m sure they Tweet lots of people but they tweeted ME. How oddly cool is that?
26
Campaign For Real Beauty
“ This is a positive revolution in advertising. I know that ‘revolution’ is a strong word, but I mean it Quotes & Graphs
Sales Up 50% 27
Campaign For Real Beauty 1) About the customers, not the brand 2) Customers sharing stories, conversations & building relationships Quotes & Graphs 3) Emotional engagement
28
Conclusion 29
Takeaways 1) Customer Experience is the next battleground 2) Conversations shape relationships & loyalty 3) Social enables personal touch at scale
30
About LiveWorld: 31 Years Social Customer Experience Solutions STRATEGY Apple Bloomingdales Borders Burger King eBay
CAMPAIGN MGMT Expedia David’s Bridal GAP Home Depot Joann Fabric
ENGAGEMENT Marriott Macys McDonalds QVC Sears
INSIGHTS Staples Starbucks TJX Walmart Whole Foods
31
Free PDF visit liveworld.com 32
Let’s Dialogue
[email protected]
33
