Alluring Logic: Seeing Social ROI by inviting customers where you sell best

Seeing Social ROI by inviting customers where you sell best

• Peter McCoy Co-Founder @

• Paula Levy VP Socialized CRM & Clienteling @ & Board Advisor @

SOCIAL = DATA

• High consumer social engagement with products

• High spending by brands on social

• Hard to define ROI in social

• The journey – to be engaged at all levels & across all channels

• End Goal to be a member of the social circle

• Mobile and On line are high growth channels

• The majority of retail sales still happens in stores

• In-store experience with their sales associates will increase market basket and sales

Social = Data

With out the proper tools social data is a “Mess”

Start small: Segmenting

Monitor “How, Why and Where” engagement happens

Act: 2-way communication

Add to the group: Rinse and repeat

• Drive engaged customers to your best channel(s)o Segment them to small target groups based on lifestyleo Catalyze meaningful, relevant 2-way conversationo Personalize their experience using social data

• Embed Social data with CRM information o Drive the data to the store for Clienteling & relationship buildingo Create the opportunity to enter the customer’s social circle o Become the trusted advisor

• Achieve what others have with Clienteling:o 3 to 4 X increase in annual spendo 63% increase in avg. transaction sizeo 33% increase in repeat visits

• Peter McCoy – [email protected]

• Paula Levy – [email protected] 917-969-6955