Social Media has turned our worlds upside down and inside out... for both customers and brands. What makes social work is something so simple but at the same time it’s a challenge for brands to achieve. The Social Share. Sounds like the next viral video dance!
The interweb and smart phones forever changed how we buy, what we buy and where we buy. One of the new ways to shop is with your virtual entourage along. Your friends can be part of your shopping experience for seconds, a la SnapChat , or participate in in-depth discussions in Google Hangouts. If after their real time feedback you still can’t decide, you can always create a Pinterest board, post on Instagram or start a Facebook or Twitter conversation. Upside: lots of opinions. Downside: lots of opinions.
For some folks social shopping is an amazing adventure. Can’t decide if I’s really worth the extra money for the souped up camera? You have a way to bring friends, as the marketers might say, into the purchase decision. Girlfriend, are you in a quandary about which cute dress to buy? Through a few Snapchat photos of you modeling the potential new dresses you might justify buying them all!
If you can’t find the right ‘expert’ feedback from your family and friends, well there’s always the kindness of strangers. Odd as it seems, review sites like Yelp influence purchase from the very important, your 27th pair of black shoes to the mundane, which dryer to buy.
For others on-going opinions and reviews are a confusing maze of babble often resulting in a digital nightmare. Add to the mix input from brands and you have an over abundance of expert opinions.As Jimmy Fallon might say, “ew!”
Online and offline worlds collide in creating an important 360’ customer experience. For brands that have not built a digital community of people who will pass along reviews, photos, videos to their friends, social media is just another distribution channel. I ask you... why bother to invest resources in something that your website should accomplish?
Social Savvy Tips For Brands: It’s critical to monitor what customers and prospects are saying about their entire shopping experience from digital, in-store and of course the product. Often overlooked are hidden insights in comments on your own social platforms. With those insights gained take action beginning with thanking your customers for sharing.
Social Savvy Tip For Customers: Before you take out the plastic to make a major purchase read reviews from multiple sources. A Twitter search on a brand may turn up some interesting insights too. So many opinions, so little time. In the end it’s up to you!