Company News • 25.08.2016

Most retailers not optimizing social media engagement opportunity

Social media presents unlimited opportunities for retailers to personalize, influence and enhance the customer journey

Photo: Most retailers not optimizing social media engagement opportunity...
Source: panthermedia.net / Rawpixel

While social media produces unlimited opportunities to create a memorable and personalized customer shopping experience, most retailers are not successfully executing their social media strategies. According to the just released BRP SPECIAL REPORT: Enhancing Customer Engagement Through Social Media, 81 percent of retailers using social media to engage with customers indicate that their processes need improvement.

Retailers can understand who the customer is, what she wants, when and where she wants it, and even why she wants it based on social postings and feedback. Another major benefit of social marketing is the opportunity for retailers to multiply the reach of their marketing and promotions by inspiring their passionate fan base to like and share content with their network. This enables retailers to increase their reach without some of the expense associated with significant promotions.

This Special Report provides insight into BRP’s 2016 Customer Experience/Unified Commerce Survey and highlights the social media opportunities and challenges facing leading retailers today.

The report identifies five key areas where retailers should utilize social media to improve the customer journey:

Experience – 69 percent of retailers see opportunities to utilize social media to enhance the customer experience

Interaction – 75 percent of retailers support customer interaction via social media

Endorsement – 59 percent of retailers plan to utilize brand advocacy/ social media endorsement as a source for identifying their most valuable customers within three years

Satisfaction – 59 percent of retailers utilize social media comments as a means of measuring customer satisfaction

Insight – 60 percent of retailers capture customer feedback and insights from social media and online comments

Quelle: Boston Retail Partners

related articles:

popular articles:

Thumbnail-Photo: Silver Surfers: Older adults ride the wave of mobile technology and shop...
01.08.2019   #online trading #e-commerce

Silver Surfers: Older adults ride the wave of mobile technology and shop online

The increasing importance of e-commerce for senior citizens

You are wrong if you think it’s mostly young people who spend time online. Older adults are also increasingly embracing online shopping with enthusiasm.In this interview, Spencer Hinzen, Director of Sales, Central Region, Ruckus Networks, ...

Thumbnail-Photo: Irma: flagship store in Copenhagen
30.10.2019   #electronic shelf labels (ESL) #price labelling

Irma: flagship store in Copenhagen

Denmark's oldest grocery chain opens a new store

At the same time Irma, a Danish grocery chain, could celebrate its 133rd birthday, the chain also opened a new flagship store at Østerport station in Copenhagen. Besides showing renewal and being able to ensure the customers updated prices ...

Thumbnail-Photo: Nominate your company for the E-commerce Germany Awards 2020!...
21.11.2019   #online trading #e-commerce

Nominate your company for the E-commerce Germany Awards 2020!

Award ceremony as part of E-Commerce Berlin Expo

The E-commerce Germany Awards are officially accepting submissions as of the 4th  November, 2019. Companies within the e-commerce sector are able to apply to one of the ten categories. The annual awards are given out for the third time in ...

Thumbnail-Photo: Innovative ICA store triples revenue
22.08.2019   #electronic shelf labels (ESL) #price labelling

Innovative ICA store triples revenue

Automatic price updates and product information at the shelf

Since ICA merchant, Jan Sikström, took over the ICA Ettan store in Sundsvall (Sweden) in 2016, he has almost tripled the turnover from SEK 15 million to SEK 40 million. Today, the store has 15 employees and approximately 5,000 different items ...

Thumbnail-Photo: Smart meters: Be proactive and reap the benefits...
12.08.2019   #energy optimization #electrical installation

Smart meters: Be proactive and reap the benefits

The Metering Point Operation Act calls for smart meter rollout

The black and analog electric meter box has become obsolete: The mandatory smart meter rollout will commence in a few months. What does the installation of digital, smart electric meters mean for retailers and chain stores? ...

Thumbnail-Photo: Spar: opening in Copenhagen
30.10.2019   #electronic shelf labels (ESL) #price labelling

Spar: opening in Copenhagen

International Flagship-Store opens for business in Sydhavn, in the South of Copenhagen

On August 22nd, the grocery chain Spar opened its doors to a brand new store with international concepts in the South of Copenhagen area, Sydhavn. The new store offers a modern shopping experience where it should be easy, convenient and enjoyable to ...

Thumbnail-Photo: Retail analytics: Breaking down data silos and improving operational...
29.07.2019   #data management #data analysis

Retail analytics: Breaking down data silos and improving operational efficiency

How comprehensive data usage led to higher revenue at Heine

“As a business with heritage in mail order, we used to have access to detailed reports about product performance in our catalogues. Once our digital presence grew, we had very limited information available that combined the KPIs for both our ...

Thumbnail-Photo: Enhanced, interactive, virtual – It’s all about the experience!...
21.11.2019   #online trading #customer satisfaction

Enhanced, interactive, virtual – It’s all about the experience!

AR and VR can boost online and offline retail

New technologies permeate all aspects of the retail business, whether it’s self-checkouts, AI or robotics. Virtual and Augmented Reality (VR and AR) are yet other components in this setting. In this interview with iXtenso, Kelly Goetsch, ...

Thumbnail-Photo: “Money left on the table”
19.11.2019   #customer satisfaction #customer analysis

“Money left on the table”

Mark Thomson from Zebra explains why stock management is essential for retailers

Zebra Technologies Corporation did a study on attitudes of shoppers and their buying behavior. It shows that more than half of Generation X shoppers shopped in a store and left without a purchase only to end up purchasing the item ...

Thumbnail-Photo: Retail Asia Conference & Expo (RACE)
07.10.2019   #online trading #retail

Retail Asia Conference & Expo (RACE)

As the leading retail exhibition in Asia, RACE is taken place from 6 – 8 May 2020.

As the leading retail exhibition in Asia, RACE is recognised as the must-join event among the industry’s most influential retailers and customers. RACE features three focus areas: Retail technology, retail design & in-store marketing ...

Supplier

APG Cash Drawer
APG Cash Drawer
4 The Drove
BN9 0LA Newhaven
Superdata GmbH
Superdata GmbH
Ruhrstr. 90
22761 Hamburg
iXtenso - Magazin für den Einzelhandel
iXtenso - Magazin für den Einzelhandel
Celsiusstraße 43
53125 Bonn
Permaplay Media Solutions GmbH
Permaplay Media Solutions GmbH
Aschmattstr. 8
76532 Baden-Baden
Delfi Technologies GmbH
Delfi Technologies GmbH
Landgraben 75
24232 Schönkirchen