Alluring Logic: Seeing Social ROI by inviting customers where you sell best
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Transcript of Alluring Logic: Seeing Social ROI by inviting customers where you sell best
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Seeing Social ROI by inviting customers where you sell best
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• Peter McCoy Co-Founder @
• Paula Levy VP Socialized CRM & Clienteling @ & Board Advisor @
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SOCIAL = DATA
• High consumer social engagement with products
• High spending by brands on social
• Hard to define ROI in social
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• The journey – to be engaged at all levels & across all channels
• End Goal to be a member of the social circle
• Mobile and On line are high growth channels
• The majority of retail sales still happens in stores
• In-store experience with their sales associates will increase market basket and sales
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Social = Data
With out the proper tools social data is a “Mess”
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Start small: Segmenting
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Monitor “How, Why and Where” engagement happens
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Act: 2-way communication
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Add to the group: Rinse and repeat
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• Drive engaged customers to your best channel(s)o Segment them to small target groups based on lifestyleo Catalyze meaningful, relevant 2-way conversationo Personalize their experience using social data
• Embed Social data with CRM information o Drive the data to the store for Clienteling & relationship buildingo Create the opportunity to enter the customer’s social circle o Become the trusted advisor
• Achieve what others have with Clienteling:o 3 to 4 X increase in annual spendo 63% increase in avg. transaction sizeo 33% increase in repeat visits