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Socializing the Retail & !eCommerce Experience
www.liveworld.com April 13, 2015
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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