Chapter 8 Social Commerce

1. Chapter 8
Social Commerce

2. The Zone of
Social Commerce
Social commerce is a
subset of e-commerce
which is the buying and
selling of products and
services via the Internet.
The zone of social
commerce includes
CRM/Service,
Retailing/Sales, and
Human Resources.
Social commerce is the
fourth zone of social
media.

3. Social Commerce
and the Shopping
Process
Important stages of
consumer decision
making require five
steps.
• Problem recognition
• Information search
• Alternative evaluation
• Purchase
• Post-purchase evaluation

4. First Moment of Truth
 First Moment of
Truth or
(FMOT), is when
a consumer
chooses a
product from
the store shelf.

5. Second Moment of Truth
 Second Moment of
Truth or (SMOT), is
when the consumer
uses the product
and feels
satisfaction or is
dissatisfied with the
product.

6. Testimonials
 Testimonials give
more insight about
which products are
right to choose.

7. Reviews
 Reviews are
assessments with
detailed comments
about the current
product at hand.

8. Ratings
 Ratings can influence
consumers to purchase
certain products.

9. Social Commerce Strategies

10. Benefits of Social Commerce