Facebook has reached close to 600 million members, many of whom sign on to the social network before brushing their teeth in the morning. More shoppers consult their social media peers and social reviews before deciding to purchase a product or service.
Businesses that have embraced these trends are making great strides in today’s customer-driven marketplace. In fact 62% of business executives surveyed by McKinsey stated that the use of Web 2.0 technologies – collaborative social channels – integrated into the enterprise have increased the effectiveness of their marketing efforts to achieve higher levels of awareness, consideration and conversion and all-important loyalty.
Retailers now have an opportunity to tap into the explosive growth of the social media generation by developing a social profile for shoppers and communicating with those shoppers as they are in the process of making their buying decisions, whether online or in-store.
Social clienteling is the wave of present and future. It is no longer adequate to conduct traditional clienteling. In order to create a base of loyal customers for the long-term, retailers need to have a real-time dynamic view of each customer that is shaped by in-store as well as online and social media interactions.
This webinar will provide guidelines on how retailers can enable social clienteling throughout their organizations, in order to better know and engage their best customers.
The presentation covers the following key points:
- The business case for social clienteling – industry perspective and data points
- The difference between social clienteling and traditional clienteling
- The steps to enable social clienteling throughout the enterprise
- A walkthrough of a real-world social clienteling customer model
- Dwight Moore, Industry Solutions Director, Retail, salesforce.com
- Bill King, EVP, Global Retail Business, Fujitsu
Debbie Hauss, Editor-in-Chief, Retail TouchPoints
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