Social Networks are Touchpoints for Customer Acquisition and Retention
Touchpoints serve as the point of contact between a buyer and a seller. As the race to socialize commerce escalates, these touchpoints represent the nodes that define the human network, connecting people across the social Web and uniting them around common interests, themes, and movements.
While the technology to connect buyers and sellers on the social Web is universal, the architecture for true engagement is antiquated. Customers are flocking to the social web to not only connect with friends, family, and peers, but also the brands that attract their attention. However, this is a tremendous disconnect between the volume of potential customers and the brands who truly understand how to find and more importantly, how to establish mutually beneficial connections with them.
The roadblocks that contribute to the absence of traffic on the bridges built between consumers and brands are trivial once brands understand the dynamics of social engineering and the allure of content in order to stimulate transactions.
Everything starts with an acute awareness of where existing and potential customers are discovering and sharing information today combined with a genuine appreciation for what moves them. The moment we have the insight necessary where to construct our presences, we can then engage with influencers, peers, and consumers based on a transparent foundation of contributing value, direction and resolution to each interaction.
According to research conducted by ForeSee, the opportunity for online retailers is profound. In the 2010 Social Media Report, ForeSee observed that 60% of online shoppers already use social media sites and networks regularly. And, 56% of those online shoppers friend or follow retailers, but they can only do so, if the retailer is actively engaging within those networks. The study found that only one-fourth of the top 100 e-tailers (e-retailers) have yet to create a Facebook page.Continued on the next page