Hot Trends in Retail: "The Social Customer Experience"

1. Socializing the Retail & !
eCommerce Experience
www.liveworld.comApril 13, 2015

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Peter Friedman
CEO & Chairman, LiveWorld
@PeterFriedman
friedman@liveworld.com
About Me

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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

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Let’s Dialogue
friedman@LiveWorld.com