Social media has transformed the way brands interact with their customers. In just one short decade, or so, retailers have a whole new set of marketing channels to contend with. First Facebook, then Twitter, now Instagram and Snapchat and Pinterest and the list goes on.
If you’re a retail brand (or eCommerce brand) in 2015, you absolutely need a strategy for social media. You may use it for marketing and customer acquisition. You may use it for customer loyalty or service. But, if you don’t decide how you plan to use it, it’ll just happen to you.
Here are three articles that dive into social media implications for retailers.
Victoria’s Secret recently launched an omnichannel marketing campaign (remember…omnichannel is customer-facing), where they exchange in-store selfies for a free gift. The goal is to bring awareness to a new perfume line using Instagram. This is an excellent example of a retailer blending the online and offline experience to build their brand, get people in the stores, and ultimately sell more product.
Social Media & Customer Experience
Did you know that, while 80% of business believe they are providing excellent customer service through social media, only 8% of customers think so? Are you part of the 80% or the 8%? This article dives into what you need to be able to do with social media to provide an excellent customer experience.
Multichannel Social Media
In this post, you can read about three successful social media campaigns. Who better to learn from than retailers who were successful with doing what you’re thinking about doing? Keep in mind that the article uses “multichannel” a little differently than we typically do. They are talking about “multichannel marketing”, which is a little more specific to marketing tactics like social, email, organic search, etc.