Supermarkets Fail To Bridge Consumer-Social Media Gap

  • Published in Social

While 87% of supermarket shoppers report regularly following one or more social media platforms, just 25% indicate they are friends with or connected to their primary grocery store, according to a study from the Retail Feedback Group (RFG).

Grocers aiming to bolster their social media interactions are going to have to add value to the experience through content and recommendations, similar to the way e-Commerce sites already include these features.


Why Retailers Should Beware The Influencer's Wrath

1blairI don’t want to brag, but I have a friend who is an “influencer.” She is a powerful force in what I only half-jokingly refer to as the KC, or Knitting Community. This is a loosely stitched-together (sorry, couldn’t resist) group of people who knit, crochet, sew, and generally blanket the world with fabric-oriented crafts. I’m not a member of the Community myself — my dexterity is limited to typing, and filling in the blanks in a crossword puzzle — but I’ve seen how fiercely dedicated these people are.

My Influencer friend recently used Facebook to vent her displeasure with a retailer that I will be kind enough not to name. Here’s what she said:


Listrak To Debut Audience Automation Platform At NRF

Listrak will debut its audience automation platform Listrak Exchange at booth #4254 at the NRF Big Show 2017.

Listrak Exchange is designed to simplify cross-channel audience orchestration for busy retail digital marketers, enabling them to target customers and browsers with relevant ads where and when they are most likely to purchase.


72% Of Businesses Say Buy Buttons Don’t Sell

  • Published in Social

Digital marketers are overwhelmingly rejecting the use of buy buttons on social media platforms, and for good reason: 72% of businesses say that they have seen no sales as a result of buy buttons in 2016, according to a report from Campaigner.

In fact, 25% fewer marketers are using buy buttons now compared to this time last year, and nearly 40% plan to reduce their use of them in 2017. While buy buttons in their present form have been a bust for retailers, marketing teams still may have uses for them in the future.


2017: The Year Of The Chatbot

If 2016 was the year chatbots entered the retail scene, then 2017 will be the year brands will start to realize real business results from the technology, through increased sales, conversion rates or customer loyalty. When deploying chatbots as part of an overall business strategy, retailers should consider the following three points:

  • Chatbot experiences must be consistent across all channels;

  • Advanced customer data analysis is necessary to build contextual conversations; and

  • Human representatives remain a vital component of the customer service process and are still needed to communicate with consumers effectively.


'Tis The Season For Social Media Scams

Attention shoppers: be wary of the ads, giveaways and deals you click throughout on your favorite social media site this holiday season. Whether through impersonation or hashtag hijacking, scammers are pulling out all the stops to fool consumers into unwittingly exposing their personal data.

There are four major types of social media scams to watch out for this holiday season, according to ZeroFOX Research:

  • Fake merchandise;

  • Fake gift card generators;

  • Fake coupons; and

  • Fake giveaways and contests.


Online Communities Hold The Key To High Shopper Confidence

If a retailer hasn’t already caught wind of the online communities bandwagon, they better hop on soon. As many as 70% of companies who use communities believe that their customers have high purchase confidence, compared to 48% of companies not using communities, according to a survey from SAP SE and Forrester Consulting.

Online communities such as Sephora’s BeautyTalk or the forums at Threadless can take place on a retailer’s e-Commerce site, a social media page or a third party site to enable consumers to share insights, ideas and questions on anything related to a brand’s experience. Interactions between the retailer and the consumer via communities encompass the entire buying lifecycle:


NRF Big Show Preview: Editors’ Picks For Can’t Miss Sessions

Bigger than ever, the 2017 National Retail Federation (NRF) Annual Big Show will feature more than 300 speakers delivering more than 55 breakout sessions and 11 keynotes on six different featured stages. We know it’s an overwhelming event because we attend in full force every year. To help hone in on the most compelling content, the Retail TouchPoints editorial staff has compiled a list of most-anticipated sessions to attend. 


High-Tech Shoppers Are High On Mobile And Social Usage

1-UPS high techAccording to the Consumer Technology Association (CTA), 68% of consumers —roughly 170 million people —plan to purchase technology gifts this holiday season. With high-tech purchases expected to account for a major portion of consumer holiday spending this year, UPS launched the 2016 UPS How to Click with High-Tech Online Shoppers study to help retailers gain insights into how to win with high-tech shoppers.

The study looks at the following factors’influence on shopper behaviors and purchasing decisions:

  • Mobile device and social media usage;
  • Deals, promotions and recommendations;
  • Role of the store;
  • Third-party resources such as marketplaces;
  • Alternate delivery locations; and
  • Shipping and returns options.

Move The Needle With Mobile

0aholidayhubHigh-tech purchasers are, perhaps not surprisingly, adept at using technology and social networks. These consumers made significantly more purchases on their smartphones in 2016 (42%) versus those purchasing non-high-tech items (27%). High-tech purchasers are also heavy users of social media, with 42% following retailers’social channels. Nearly 37% of high-tech purchasers say that social media influences their purchasing decisions, and 25% are making purchases on social media sites.

“High-tech shoppers have distinctive purchasing behaviors, and retailers need to look at what motivates them and influences their decisions across the shopping experience, from pre-purchase through purchase, delivery and returns,” said David Roegge, Director of High-Tech Segment Marketing for UPS in a statement. “These shoppers hold a lot of purchasing power this holiday season, and it’s important to understand what makes them click.”

While high-tech purchasers do a lot of shopping online, 46% of their purchases are made in store, and 58% of these shoppers prefer to make returns to the store.

The study also reveals key characteristics of high-tech online purchasers. They are:

  • Hyper-connected: Always online, heavy users of mobile and frequent users of social media in the shopping experience;
  • Explorers: On the hunt for choices, convenience and deals, they look to multiple sources of information to inform purchase decisions; and
  • Convenience-centric: Embrace the store as part of the shopping experience and look for easy return experiences and convenient delivery options.

“Offering a seamless experience across channels, empowering shoppers with information, looking for ways to add value through recommendations, deals and promotions and providing convenient options from pre-purchase to delivery and returns will help retailers get ahead with high-tech shoppers,” said Roegge.

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