Seeing Social ROI by inviting customers where you sell best
• Peter McCoy Co-Founder @
• Paula Levy VP Socialized CRM & Clienteling @ & Board Advisor @
SOCIAL = DATA
• High consumer social engagement with products
• High spending by brands on social
• Hard to define ROI in social
• 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
Social = Data
With out the proper tools social data is a “Mess”
Start small: Segmenting
Monitor “How, Why and Where” engagement happens
Act: 2-way communication
Add to the group: Rinse and repeat
• 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
• Peter McCoy – [email protected]
• Paula Levy – [email protected] 917-969-6955
Top Related