10cms deep social customer engagement
DESCRIPTION
Presentation by Head of User Experience Mo Syed from 10CMS explains the key elements to effective social interaction for online retail brands. The presentation took place on the 19th May 2011 at the Great Big Debate on Social Media in Retail in the debating chamber at the London County Hall.TRANSCRIPT
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The psychology & user experience ofsocial commerce
Mo SyedHead of User Experience, 10CMS
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What is social commerce?
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Brand engagement
= sales
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There aretypes ofbrand engagement.
2
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Thick & Thin
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SustainableMeaningfulAuthenticCreates social interactions
Thick
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In social mediawhat do your customers
really care about?
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4
reasons they care
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1Social recognition
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2Belonging with the group
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3Develop & express identity
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I am…
the videos I watch
the web pages I
the new I just reviewed
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4Learn & create
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Get recognised, identify, belong, learn & create:
BurberryArt of the trench
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Iconic personality
Builds aspirational feel & creative credibility
Be part of the look Shoot the style
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How do we create the best user experience for
engagement in social commerce?
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Social drives
engagement with the experience.
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Remove the effort in performing key interactions.
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Social commerce is impulse driven.
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Keep purchase paths short from where social interactions happen.
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The Conran Shopuser generated scrapbook – 10CMS powered
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Thank you.