Social Retailing and the Top500 (Ps263 ir-vocus-socialretailing-webinar-20140401)

COPYRIGHT InternetRetailing.net 2014! 1 April, 2014!
Social Retailing
What are the Top500 doing and why?
A webinar on 1 April (!) 2014

TITLE!
Agenda!
1. InternetRetailing and Ian Jindal!
2. The Top500 Footprint!
3. Social Presence of the Top500!
4. Tweetailers (www.tweetailers.com) !
5. Creativity !
6. Considerations!
7. Q&A!

InternetRetailing!
@etail!
www.internetretailing.net!The!must2read!4tle!for!professionals!in!mul4channel!retail!
www.internetretailingexpo.com!!25!and!26!March,!2015!at!the!NEC!
www.internetretailingconference.com!THE!board2level!conversa4on!–!14!October,!2014!
www.internetretailingawards.net!Where!the!industry!celebrates!achievement!–!26!June!
www.esellermedia.com!2!selling!in!the!digital!age!
www.edeliveryexpo.com!2!NEW!expo:!delivering!on!our!promises!25/6!March!2015!

Ian Jindal!
@etail! @ianjindal!

Top500 Footprint!
Launched at InternetRetailing Expo 2014
The 2014 Footprint Report
190,000 UK
Retail Business!
5,600 ‘long’ list!
1800!
511!
•  UK Businesses!
•  Our readers!
•  Suggestions, walking
malls, high streets!
•  Research on
turnover, reach,
stores, eCommerce!
hPp://internetretailing.net/issues/top25002footprint/!!

Launched at InternetRetailing Expo 2014
The 2014 Footprint Report
hPp://internetretailing.net/issues/top25002footprint/!!
Amazon
Apple
Argos
Asda
B&Q
Boots
Carphone Warehouse
Debenhams
Dixons Retail
Google Play
Homebase
House of Fraser
IKEA
John Lewis
Marks & Spencer
New Look
Next
Sainsbury’s
Screwfix
Shop Direct
Sports Direct
Tesco
Travis Perkins
Waitrose
Acer
Adidas Group
All Saints
Ann Summers
AO.com
ASOS
Aurum Group
BHS
Boden
Body Shop, The
Book Depository
Bosch
Burberry
BuyItDirect
CarpetRight
Chain Reaction Cycles
Clarks
Co-operative Group
Costco
Dabs.com
Dell
DFS
Direct Wines Group
Dunelm Mill
Dyson
Ebay
eBuyer
Edinburgh Woollen Mill
Estee Lauder
Euro Car Parts
Evans Cycles
Fat Face
Findel
French Connection
Furniture Village
Game
GAP
Go Outdoors
H&M
Halfords
Harrods
Hewlett Packard
Holland & Barrett
Home Bargains (T.J. Morris)
Ideal Shopping Direct
JD Sports
JD Williams
Kurt Geiger
Lakeland
Lastminute.com
Laura Ashley
LEGO
Lloyds Pharmacy
Lush
M&M Direct
Majestic Wine
Makro
Maplin Electronics
Matalan
Misco
Miss Selfridge
Monsoon Accessorize
Morrisons
Mothercare
Net-A-Porter Group
Ocado
Office Shoes
Optical Express
Pets At Home
Phones 4U
Photobox Group
Plumbase
Post Office
QVC
Ralph Lauren
Range, The
Richer Sounds
River Island
Rowlands Pharmacy
Samsung
Schuh
Selfridges
Signet
Sony
Specsavers
Spotify
Superdrug
SuperGroup
Ted Baker
Thomas Cook
Thorntons
TK Maxx
Topps Tiles
Toys R Us
TUI Travel
Waterstone’s Booksellers
WH Smith
White Company, The
Wiggle
Wilkinson
Zara
18 IRDX Top 500
IRDX Top 500 19
Abel & Cole
AGA Rangemaster
Agent Provocateur
Aldiss
Aldo
Alexandra
Alfred Dunhill
American Apparel
American Golf
Anya Hindmarch
Arco
Asics
ASK Direct
Aspecto Clothing
Aspinal of London
ATS Euromaster
Austin Reed Group
Avon
Axminster Tools
Baker Ross
Barbour
Barker & Stonehouse
Bathstore
BBC
Beales
Beaverbrooks
Beko
Belkin
Bench
Berghaus
Berry Bros. & Rudd
Bershka
Bestseller Brands
Betterware
Betty & Taylors
Bibendum Wine
Blacks Outdoor
Blackwell
Blue Inc
Bondara
Bonmarché
Boodles
Boohoo.com
Book People, The
Bose
Bosideng London
Boux Avenue
Bradfords
BrandAlley
Brandon Hire
Brantano
Bravissimo
Brewers
Brooks Brothers
Build-A-Bear Workshop
BVG-Airflo Group
Calendar Club
Calumet Photographic
Camper
Canvas Holidays
Card Factory
Cash Generator
Cath Kidston
Character
Charles Clinkard
Charles Tyrwhitt
Chelsea
Chemist Direct
Christy
Church’s
Claire’s
Clintons
Coes
Conran Shops
Corney & Barrow
Countrywide Farmers
Crabtree & Evelyn
Craghoppers
Crew Clothing
Crocs
Cromwell
Damart
Daniel
DAPW Duvet and Pillow
Warehouse
Daunt Books
David M Robinson
Decathlon
Deckers
Deichmann
Dents
Diesel
Dior
Direct Golf
Disney Store
DKNY
Dobbies Garden Centre
Dolce & Gabbana
Dolphin Music
Dorothy Perkins
Dr. Martens
Duchamp London
Duck and Cover
Dulux
Dune
EAST
Electrical Discount UK (Harry Garlick)
Elemis
Ellis Brigham
Emma Bridgewater
Entertainer, The (TheToyShop.com)
Ermenegildo Zegna
Euroffice
Euronics
EXPANSYS
F Hinds
Farfetch.com
Farr Vintners
Farrow & Ball
Feather & Black
Fenwick
Filofax
Firebox
Fired Earth
Fitflop
Flannels
Floors-2-Go
Foot Locker
Footasylum
Forbidden Planet
Forever 21
Fortnum & Mason
Fossil
Foyles
Fragrance Shop, The
Fraser Hart
Fred Perry
Freemans.com
Fulton Umbrellas
Games Workshop
Gant
Garden Centre Group, The
Getting Personal
Gieves and Hawkes
Glasses Direct
GNC
Grattan
Great Little Trading Company
Gro Company, The
G-Star Raw
Gucci
Guess
Guthy-Renker
H. Young (Animal)
Habitat
Hackett
Hamleys
Harper Collins
Harvey Nichols
Hawes & Curtis
Hawkin’s Bazaar (Tobar)
Heal’s
Henri-Lloyd
Hillarys Blinds
HiSpek Electronics (Electricshop.com)
Hi-Tec Sports
Hobbs
Hobbycraft
Hollister
Home & Cook (Tefal)
Hoopers
Hornby
Hotel Chocolat
HSS
Hudson Shoes
Hughes Direct
Hugo Boss
Hunter Boot
Hut Group, The
IC Companys
Interflora
Intersport
Isabella Oliver
Jack Wills
Jacobson Group
Jacques Vert
Jaeger
Jamie Oliver
Jarrold
Jigsaw
Jimmy Choo
JML
Joe Browns
John Smedley
John Smith
JoJo Maman Bebe
Jones Bootmaker
Joseph
Joules Clothing
Joy
JVC
Karen Millen
Kiddicare.com
La Redoute
La Senza
Laithwaite’s Wine
Land’s End
Leekes
Levi Strauss
Liberty
Links of London
Lipsy
LK Bennett
L’Occitane
Logitech
Long Tall Sally
Lovehoney
Lyle & Scott
M&Co.
Machine Mart
Mamas & Papas
Manchester United
Merchandising
Marc Jacobs
Margaret Howell
Max Spielmann
Maxwells DIY
Menkind
Mint Velvet
Mole Valley Farmers
Molton Brown
Morphsuits
Moss Bros
Motor World
Mountain Warehouse
Mulberry Company
Multiyork Furniture
Musto
Muubaa
Myla
Naked Wines
National Geographic
Natural History Museum Shop
Netflix
Nike
Nisbets
Notcutts Nurseries
Notonthehighstreet
Novatech
Oakley
Oddbins
OKA
Oldrids
Oliver Bonas
On the Beach
Original Factory Shop, The
Orvis
Osprey London
Overclockers
Oyyy.co.uk
Palmers
Pandora
Paperchase
Paul Smith
Pavers Shoes
Perfume Shop, The
Perry Ellis Group
Petit Bateau
Phase Eight
Poundstretcher
Prada
PRC Direct
Pretty Green
Printerland
Printing.com
Protyre
Pull & Bear
Puma
Quiksilver
Radley
Rakuten Play.com
Regatta Outdoor Clothing
Reiss
RGB Direct
Robert Dyas
Rohan
Rotary Watches
Roys
Ruia Group
Russell & Bromley
Ryman
Samsonite
Savile Road
Scholastic
Scotts of Stow
Scribbler
SCS
SecretSales.com
See Tickets
Sevenoaks Sound and Vision
Shoe Zone
Silentnight Group
Skechers
Smythson
Snow + Rock
Space.NK
Speedy Services
Sports HQ
SportsShoes.com
Stanfords
Staples
Start-rite Shoes
Steinhoff
Sterling Furniture
Store Twenty One
Sunglass Hut
Superbreak Holidays
Superfi
Surfdome.com
Suttons Seeds
Swarovski
Swatch
Sweatshop
Sweaty Betty
Taskers
Teletext Holidays
Tessuti
TH Baker
Theo Fennell
Thomas Pink
Thomas Sabo
Thompson & Morgan
Tiffany & Co
Timberland
Timpson
Tiso
TJ Hughes
TLG Brands
TM Lewin
Toast
Tommy Hilfiger
Topman
Topshop
Tragus Group
Trespass Clothing
Tripp
Trueshopping
Twinmar Group
Unipart
Uniqlo
Urban Outfitters
USC
Versace
Victoria’s Secret
Vision Express
Vivienne Westwood
Wacaol Eveden Brands
Wallis
Warehouse Fashion
Warren James
Webbs Garden Centres
Wedgwood
Weldricks Pharmacy
Wex Photographic
Whistles
White Stuff
Whittard of Chelsea
Williams Sonoma
Wing Yip
Wolsey
Wolverine Worldwide
Works, The
WorldStores
Wynsors World of Shoes
Yorkshire Linen Company, The
Yours
Zalando
Amazon,!Apple,!Argos,!Asda,!B&Q,!Boots,!Carphone,!Warehouse,!
Debenhams,!Dixons!Retail,!Google!Play,!Homebase,!House!of!Fraser,!IKEA,!
John!Lewis,!Marks!&!Spencer,!New!Look,!Next,!Sainsbury’s,!Screwfix,!Shop!
Direct,!Sports!Direct,!Tesco,!Travis!Perkins,!Waitrose!
Acer,!Adidas!Group,!All!Saints,!Ann!Summers,!AO.com,!ASOS,!Aurum!Group,!BHS,!Boden,!Body!Shop,!The,!Book!
Depository,!Bosch,!Burberry,!BuyItDirect,!CarpetRight,!Chain!Reac4on!Cycles!Clarks,!Co2opera4ve!Group!Costco,!
Dabs.com,!Dell,!DFS,!Direct!Wines!Group!Dunelm!Mill,!Dyson,!Ebay,!eBuyer,!Edinburgh!Woollen!Mill!Estee!Lauder,!Euro!
Car!Parts,!Evans!Cycles,!Fat!Face,!Findel,!French!Connec4on!Furniture!Village,!Game,!GAP,!Go!Outdoors,!H&M,!Halfords,!
Harrods,!HewleP!Packard,!Holland!&!BarreP,!Home!Bargains!(T.J.!Morris)!Ideal!Shopping!Direct,!JD!Sports,!JD!Williams,!
Kurt!Geiger,!Lakeland,!Lastminute.com,!Laura!Ashley,!LEGO,!Lloyds!Pharmacy,!Lush,!M&M!Direct,!Majes4c!Wine,!Makro,!
Maplin!Electronics!Matalan,!Misco,!Miss!Selfridge,!Monsoon!Accessorize!Morrisons,!Mothercare,!Net2A2Porter!Group!
Ocado,!Office!Shoes,!Op4cal!Express,!Pets!At!Home,!Phones!4U,!Photobox!Group!Plumbase,!Post!Office,!QVC,!Ralph!
Lauren,!Range,!The,!Richer!Sounds,!River!Island,!Rowlands!Pharmacy!Samsung,!Schuh,!Selfridges,!Signet,!Sony,!
Specsavers,!Spo4fy,!Superdrug,!SuperGroup,!Ted!Baker,!Thomas!Cook,!Thorntons,!TK!Maxx,!Topps!Tiles,!Toys!R!Us,!TUI!
Travel,!Waterstone’s!Booksellers!WH!Smith,!White!Company,!The!Wiggle,!Wilkinson,!Zara!

Tweets, Following and Followers of the Top100 Footprint: 
 
Lead Group compared with remainder of Top100!
38,878 !
3,820 !
347,602 !
11,506 !
4,076 !
177,366 !
1 !
10 !
100 !
1,000 !
10,000 !
100,000 !
1,000,000 !
Tweets! Following! Followers!
Footprint Lead!
To 100!

First Tweets – mostly between 2009 and
2010!
Welcome!messages!
Source:!hPps://discover.twiPer.com/ﬁrst2tweet#etail!!

First Tweets – mostly between 2009 and
2010!
Some!took!4me!to!adjust!to!the!new!channel…!

Twitter 
15m UK users, 2.1bn searches/day; 80%
mobile!
UKPM!or!Burberry?!2.61m!vs!2.81m!followers!

TITLE!
Tweetailers.com 
 
https://twitter.com/etail/lists/tweetailers !

TITLE!
Case Study – M&S as a social retailer!

TITLE!
Co-creation, not just “voting” 
 
Examples from Julia Monro of M&S at IRX 2014!

TITLE!
Campaign activity and interaction 
 

TITLE!
Interaction Grid 
 

TITLE!
Planned and Unpredictable 
 

TITLE!
Responding to customers – authentic PR follows 
 

Customer service via social 
- character, tone of voice, brand? 
 
•  62% of customers use for customer service and expect a response within 60 minutes !
•  18 to 29yrs are more likely to for customer service interactions (43%) than for marketing (23%). !
•  71% who experience a quick and effective response are likely to recommend that brand, but 19% if no response!
•  Brand advocates drive 33% more sales and 18% more trafﬁc than regular customers. !
!
! Source:!hPp://socialmediatoday.com/parature/1849651/132startling2social2customer2service2sta4s4cs!!

TITLE!
Not all plain sailing – challenges to store staff and contact
centre knowledge…!

TITLE!
Impact of store employees on
purchasing!
Be as empowered as our
customers
Knowledge as a key
indicator within
customer satisfaction.!

Creativity!
Source:!hPps://www.marke4ngsociety.co.uk/the2library/20122asos2social2media2case2study2highly2commended!!
Bespoke!holiday!oﬀers!at!@TCOﬀers!!

Creativity!

Presence!
Be there. There. And there.!
1!

Acquisition!
Walk this way!
2!

Conversation!
3!

Creativity!
4!

5!
The way they make you feel!
Customer service!

TITLE!
Thank you !
•  Thanks also to:!
! Aaron O’Dowling-Keane, Site and Social
Manager!
! Martin Shaw, Researcher!
Contact via research@internetretailing.net!
!
•  www.internetretailing.net!
•  www.internetretailingawards.net!
•  www.internetretailingconference.com!
•  @etail!

Social Retailing and the Top500 (Ps263 ir-vocus-socialretailing-webinar-20140401)

Recommandé

Recommandé

Contenu connexe

Plus de Ian Jindal

Plus de Ian Jindal (20)

Dernier

Dernier (20)

Social Retailing and the Top500 (Ps263 ir-vocus-socialretailing-webinar-20140401)