hot trends in retail: "the social customer experience"

Socializing the Retail & !eCommerce Experience

www.liveworld.com April 13, 2015

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Peter Friedman CEO & Chairman, LiveWorld @PeterFriedman friedman@liveworld.com

About Me

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Believe the customer experience will be their primary basis for competition by 2016

89%

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Companies have a strategy to improve the customer experience

26%

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Buying experiences are based on how customers feel they are being treated

70%

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1)  Reduced product-based competitive advantages 2)  Harder to reach consumers & influence behavior 3)  Marketers must find new areas to win customers

Our New Reality

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Customer Experience is the chief battleground for brands

The Opportunity

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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

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Great businesses are driven by customer dialogue & relationships …Social Media allows you to deliver personal touch experiences at scale.

Our Big Idea

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Focus on The Customer

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It’s the people

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Personal parenting stories turned into webisodes

The Ultimate Sharing Site

½% increase in Suave market share

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Amplify The Shopping Experience

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MAXX Moments

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Bring The Store Experience Online

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Recreate Core In-Store Experience

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Recreate Core In-Store Experience

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Quotes & Graphs …And during the holidays, so do the Walmart Twitter Elves!

Helps Save Money & Live Better Customers

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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?

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Quotes & Graphs

This is a positive revolution in advertising. I know that ‘revolution’ is a strong word, but I mean it

“Campaign For Real Beauty

Sales Up 50%

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Quotes & Graphs

Campaign For Real Beauty

1) About the customers, not the brand 2) Customers sharing stories, conversations & building relationships 3) Emotional engagement

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Conclusion

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1)  Customer Experience is the next battleground 2)  Conversations shape relationships & loyalty 3)  Social enables personal touch at scale

Takeaways

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About LiveWorld: 31 Years

Social Customer Experience Solutions STRATEGY CAMPAIGN MGMT ENGAGEMENT INSIGHTS

Apple Bloomingdales Borders Burger King eBay

Expedia David’s Bridal GAP Home Depot Joann Fabric

Marriott Macys McDonalds QVC Sears

Staples Starbucks TJX Walmart Whole Foods

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Free PDF visit

liveworld.com

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Let’s Dialogue

friedman@LiveWorld.com