Upcoming Webinar Spotlights Social Commerce Best Practices

Many retailers are struggling to crack the code on developing optimal customer engagement strategies via social networking sites — and to turn social interaction into dollars efficiently. An upcoming webinar from Retail TouchPoints will bring these industry pain points to the forefront, and provide best practices for retailers hoping to boost social buzz and transactions.

The presentation, titled “Drive Commerce Growth Through Social Media,” taking place on March 23, 2012, will feature insight from Ray Wang, Principal Analyst and CEO of Constellation Research, and Melissa Schaefer, Global Retail Leader, Institute of Business Value for IBM.

“It’s an exciting time as we look at what’s happening in terms of commerce and its growth through the use of social media,” Wang said. “As many of us know, social media is starting to mature and adoption patterns are improving; this is really changing the way we experience what happens [in the social commerce space].” Mobile, cloud computing, analytics and gamification, video and other collaboration tools also are changing the way consumers engage and connect. Moreover, these tools are changing the way shoppers browse and purchase.

During his presentation, Wang will spotlight in-depth social business research and guide viewers through the five stages of social business maturity: discovery, experimentation, evangelization, pervasiveness and realization. Wang also will uncover multiple best practices, including garnering executive support, identifying meaningful metrics and incorporating social media into business models.


In the second part of the presentation, Schaefer will discuss how tapping into Smarter Commerce can help retailers transform the four phases of the commerce cycle: buy, market, sell and service. In doing so, retailers will be able to make brand experiences more relevant and personalized to individual consumers.

“Smarter Commerce is not a new idea, but now we can begin to operate differently in today’s mobile, social and instant business,” Schaefer said. “Retailers must on this [consumer] insight to generate new ideas through mobile and social commerce. In doing so, retailers can improve their margins, create new revenue streams, improve efficiencies and really deliver outcomes that are valuable to the whole value chain.”

Following this in-depth discussion, Schaefer will share IBM’s viewpoint on the different levels of customer engagement related to lifestyle, relationship, service and transaction. Moreover, Schaefer will share how merchants can gather insight and sentiment from these key areas to improve the customer experience and overall loyalty.

To register for the March 23 webinar, titled “Drive Commerce Growth Through Social Media,” click here

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