A short presentation on an NPS (Net Promoter) approach to deploying social media for retailers

1. 1
Social
Media for
Retailers
A Net Promoter
Strategy
Dr Paul Marsden
Social Media Strategist
paul.marsden@mac.com

2. 2
What’s Next?
?????????
Adding E-Commerce to
Social Media Platforms
Adding Social Media
to E-Commerce Platforms
Social Media for retailers
is EVOLVING...

3. 3
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

4. 4
Your job has been made easier
with Facebook social plugins...

5. 5
Listen
➫
Experiment
➫
Adapt
➫
Develop
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

6. 6
IS THAT IT?

7. 7
“One more thing...”

8. 8
Use social media to build
RELATIONSHIPS not just transactions

9. 9
Not any relationship, but PROFITABLE relationships;
promoters who buy more, for more, more often - for longer

10. 10
HOW?

11. 11
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...

12. 12
..plus their referral value - the value of bringing
you new customers by word of mouth

13. 13
So why not use social media for
loyalty and referral marketing?

14. 14
Loyalty campaigns in social media to
lock in your high value promoters...

15. 15
Loyalty campaigns in social media to
lock in your high value promoters...

16. 16
Loyalty campaigns in social media to
lock in your high value promoters...

17. 17
Loyalty campaigns in social media to
lock in your high value promoters...

18. 18
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

19. 19
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

20. 20
Then consider running REFERRAL PROGRAMS in
social media to activate promoter recommendations...

21. 21
Referral programs that activate promoters
in social media... ‘social affiliates’

22. 22
Referral programs that activate promoters
in social media... ‘social affiliates’

23. 23
Beyond campaigns and programs: One key driver behind
NPS, LOYALTY and REFERRAL - customer experience

24. 24
Using social media to deliver expectation-
beating customer experiences

25. 25
Using social media to deliver expectation-
beating customer experiences

26. 26
Using social media to deliver expectation-
beating customer experiences

27. 27
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

28. 28
Thank you
www.socialcommercetoday.com