Personalized Shopping Experience to Increase your Sales

Leveraging Social Commerce Solution

Nov 17th, 2011

Bharath Yadla Practice Head – Social Commerce & Cloud

Integration

Topics

1. Explosion of Social Media in online commerce

2. Multi-Channel strategy - a must, sell where the users are

3. Personalized Recommendations – a Key ingredient of Social Commerce

4. About ZSL SmartPrise Social Commerce

5. Demo

6. Next Steps…

Where is the market going?

2010 2011 2012 2013 2014 2015

Where is the market going? Exhibit Booz & Company Estimate of

Social Commerce Market Size (2010-2015; in USS Billions)

$5

$4

$9

$3

$6

$14

$5

$8

$20

$9

$12

$30

$14

$16

Note : Numbers might not add up because of rounding. Source : Forrester Research; GP Bullhound; Euromonitor; Booz & Company analysis

Explosion of Social Media in Commerce

Source : Nielsen Q3 2011

What is Social Commerce

Social commerce is a subset of electronic commerce that involves using social media, online media that supports social interaction and user contributions, to assist in the online buying and selling of products and services

We believe that it is all of this and more. We define social commerce as: "The use of social strategies to anticipate, personalize and energize the shopping experience."

Social Commerce as defined and was first introduced by

What is Social Commerce

E-COMMERCE Buying and selling

products and services online

SOCIAL-MEDIA Online media

supporting social interaction and user

contributions

SOCIAL COMMERCE The monetization of

social media with e-commerce

Recent Examples of social commerce

1-800-Flowers, setting up the first online retail store embedded into Facebook

US fashion chain The Limited creating a newsfeed store on Facebook allowing users to buy directly from

within newsfeeds

Dell offering a 'deal feed' on popular micro-blogging service Twitter, netting it over $7m in sales

Amazon & Best Buy extending their reach beyond their sites with social media services such as social

bookmarking 'universal wishlists’

Food processor brand Blendtec seeing a series of humorous 'Will it Blend?' ads to social media platforms,

and in doing so increasing sales by 500%

Dr. Paul Marsden, Syzygy Group Social Commerce Defined

Multi-Channel Strategy – Cannot Ignore anymore

Multi-Channel Strategy – Cannot Ignore anymore

Source : ChannelAdvisor 2011

2 Strategies

Multi-Channel Strategy – 2 Major Strategies

SOCIAL & Mobile MEDIA ON E-COMMERCE PLATFORMS

E-COMMERCE ON SOCIAL & Mobile MEDIA PLATFORMS

Helping people connect where they buy Helping people buy where they connect

Being Relevant on Website is important

Personalized Recommendations – Key to Social commerce

Personalized Recommendations – Key to Social commerce

Source : JWT, 2011

Recommendation Engine for Social

Commerce

Personalized Recommendations – A Bigger Value

The answers, not surprisingly, centered on revenue (63%), customer acquisition (55%), and customer satisfaction (80%0. In North America, employee productivity was also an important goal for 50% of respondents. In Europe, it was important to no respondents. Retailers are more focused: they had one goal, and it was revenue

Revenue, Acquisition, and Customer Satisfaction: the Goals

Fully 48% of our respondents are interested in deploying recommendations for a B2 ecommerce application. 35% indicated that they would use recommendations on a B2C site. Only 19% were interested in applying recommendations to a corporate Web site

Roughly 10% of our respondents already use a recommendation engine. Of those not currently using a recommendation engine, a quarter plan to deploy this year, and another 20% plan to deploy in 2011. So it seems that about half of our respondents are pretty hot on the idea of recommendations. Retailers unanimously chose 2011 for deployment

Few Current Users, Many Ready to Adopt

Source : Patricia Seybold recommendation engine market survey

Social Commerce – User perspective

“Personalized & Social recommendation is the back bone of

Social Commerce Strategy.”

Six Dimensions of Social Commerce

Ratings & Reviews • Customer ratings & reviews • Expert ratings & reviews • Sponsored reviews

Recommendations & Referrals • Social bookmarking • Referral programs • Social recommendations

Social Shopping • Social media stores • Group buying & gifting • Social shopping portals

Forums & Communities • Discussion forums • Retail blogs • Customer communities

SMO • News & Deal feeds • Social media events &

sharing • Link building

Social Ads & Apps • Social Ads • Social Apps & Widgets

Market Challenges

B2C businesses with web & mobile properties have the top 3 challenges, more so with Publishing, Retail, Travel, Entertainment…

Revenue or Transaction ability

Consumer acquisition

Consumer satisfaction

However, most businesses today struggle to address the above challenges because

They don’t have a personalization strategy nor successfully implemented it

They don’t have a clear Social CRM strategy

To address the above challenges the businesses need to

Provide a very personalized & relevant consumer experience

Follow the consumer on the social platforms

We help the businesses address this challenge by offering a Personalized & Social Recommendation Engine for their

web and mobile properties.

About ZSL

2

1

• 15+ years Global Technology Integrator & Business Solutions Provider, Headquartered in

Edison, NJ

• State-of-the-art Technology Research & Development Centers in US, Canada and India

• 4000+ employees with offices in US, UK, Canada, France, Germany, Malaysia, Singapore,

Middle-East and India

• Dedicated R&D Division to Offer Value Added R&D Services & Product Development

Services to the ISVs and SPs

• Emerging Technologies Specialization with the leading technology vendors alignment

• Pioneer in Industry Solutions Development (Insurance, Finance, E-Governance, Consumer

Electronics, Pharmaceutical & Telecom)

• Award Winning & Proven Partnership Program “Get IT Together” Partnership for ISVs, VARs,

SPs and SIs

• ISO and CMM Certified Solution Provider

Industry Recognition

Personalized & Social Recommendation Engine

Sources Relevant and Personalized

Recommendations for the Consumer’s need. Enhances Social Relevance through

personalized Opinions & Coupons from friends & social networks.

Increases the Consumer Transaction-ability (visit to buy) with 30-50% sales lift.

Acquires new Consumer-base (15 to 20%) through powerful viral loops.

Works on various touch points like web, facebook, smart phones (iPhone, Android…).

Social Analytics & CRM Monitoring – extracting consumer insights

from social sphere Profile mapping Middleware – Integration of all customer

facing touch points Measuring & Insights to sentiment

SmartPrise Social Commerce – Personalized & Social Recommendation Engine

Intent Based, Context Driven Personalization

Popularity Peer Influence

Profile

Past Usage

Persona in Social

Networks

Proximity Personal Actions

Pivoted Search

Pleasant Surprise

Personalized & Social Recommendation Engine

Opinions

SmartPrise Commerce solutions

SmartPrise Commerce for Retail • Social Commerce & Personalization

solution for Retail SMBs • Complete commerce solution • Social Enabled • Personalized recommendations for

customers

• Social Commerce & Personalization for Magento Commerce

• F-Commerce & M-Commerce Solutions

• Social Commerce & Personalization Solutions for IBM Smarter Commerce

SmartPrise Commerce for Online Media • Personalization solution for Online Media

• Personalized & Relevant News, content

• Social Enabled • Relevant Gossip

http://smartprice.glomantra.com/

Ready for Social Commerce Solution – Next Steps

• Get a Strategic assessment – How to enable your store on facebook & mobile (multi-channel)

• Pilot Study – How to give your customers “Personalized

shopping experience”

• Not Convinced yet? - Want to see how your store looks like with our SmartPrise Social Commerce – Feel yourself, request for your own DEMO STORE setup

www.zslinc.com | info@zslinc.com