net promoter and social media - a strategy for retailers

Social Media for Retailers

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A Net Promoter Strategy

Dr Paul MarsdenSocial Media Strategist

paul.marsden@mac.com

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Social Media for retailers is EVOLVING...

Adding Social Mediato E-Commerce Platforms

Adding E-Commerce toSocial Media Platforms

What’s Next??????????

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You’ve got the bases covered... social media on your e-commerce platform to activate promoter recommendations whilst increasing traffic, order value and conversion - and reducing support and returns costs

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Your job has been made easier with Facebook social plugins...

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And for retailers new to e-commerce, you’ve added e-commerce to social media to activate promoter recommendations and create an e-commerce sandbox to crack the DTC (Direct to Consumer) nut

Listen

Experiment

Adapt

Develop

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IS THAT IT?

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“One more thing...”

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Use social media to build RELATIONSHIPS not just transactions

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Not any relationship, but PROFITABLE relationships; promoters who buy more, for more, more often - for longer

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HOW?

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Customer economics 101: Value of a customer is not just what they’ve spent with you, but what they will spend with you over the lifetime of the relationship...

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..plus their referral value - the value of bringing you new customers by word of mouth

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So why not use social media for loyalty and referral marketing?

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Loyalty campaigns in social media to lock in your high value promoters...

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Loyalty campaigns in social media to lock in your high value promoters...

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Loyalty campaigns in social media to lock in your high value promoters...

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Loyalty campaigns in social media to lock in your high value promoters...

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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - So offering loyal promoters exclusive deals through pop up retail - ‘tryvertising’ stores in social media

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Loyalty: "The journey of a thousand miles starts with a single step." Lao Tzu - So offering loyal promoters exclusive deals through pop up retail - ‘tryvertising’ stores in social media

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Then consider running REFERRAL PROGRAMS in social media to activate promoter recommendations...

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Referral programs that activate promoters in social media... ‘social affiliates’

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Referral programs that activate promoters in social media... ‘social affiliates’

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Beyond campaigns and programs: One key driver behind NPS, LOYALTY and REFERRAL - customer experience

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Using social media to deliver expectation-beating customer experiences

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Using social media to deliver expectation-beating customer experiences

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Using social media to deliver expectation-beating customer experiences

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Social Media for Retailers...An NPS Approach

Adding social media to e-commerce platforms

Adding e-commerce to social media platforms

Running loyalty campaigns in social media

Running referral campaigns in social media

Using social media for customer experience management

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Thank youwww.socialcommercetoday.com