Ecommerce Integration With Facebook

November 30, 2011

A couple days ago, Techcrunch had a post with two points people found interesting.

Point #1 was the focus of the article: “50% of visitors to ecommerce sites are currently logged in to Facebook.”

Point #2 was a soundbite from Facebook: “88% of Internet Retailer Top 200 retail sites are integrated with Facebook.”

I threw out Point #1 as normal Techcrunch drivel as the article could have said 50% of visitors to health sites, porn sites, banking sites, news sites, or travel sites are currently logged in to Facebook. We all know visitors to any sites are currently logged into Facebook. It’s becoming unusual for people to log out of Facebook. What retailers – and health sites, porn sites, travel sites, etc. – need to think about, though, is why their visitors aren’t logged into their own sites.

I’ve always thought that the holy marketing grail for ecommerce sites wasn’t PPC or SEO (or to a lesser degree, Display/Retargetting, Social, Affiliate Programs, Lead Gen, etc.) but rather the in-house email list and the retention and engagement that comes along with the people on that list. You have names, purchase history, interests, demographic information like age, gender, income, and address, and much more. Slicing and dicing this information (and using big words like Business Intelligence) allows you to intelligently build a lifetime relationship with your customers.

But unfortunately, all that powerful data about your customers is often overlooked in deference to that next acquisition through Google AdWords. In this way, merchants aren’t typically developing a relationship with their customers. They acquire visitors, try to get them to become customers, and then send them a coupon every once in a while or a holiday promo. And that’s about it. The utopian land of really engaging with customers to build a life long relationship (read LTV) doesn’t exist for traditional ecommerce sites. Yes, that’s a bit of a generalization, but think of how many people you have in marketing dedicated to acquisition compared to how many people dedicated to building a relationship with your customers.

But now, my opinions of email have changed. Email should be a part of everyone’s engagement strategy, but email kind of just sucks. I’ve been heavily influenced over the last year living in the land of everything social through my work with Kontagent, being a Silicon Valley entrepreneur, where local/mobile/social is hot hot hot, and understanding that kids these days just don’t use email…and I’m pretty sure that’s where adults are moving to as well. So if email isn’t where it’s at, where is it at? Well, as the Techcrunch article says, 50% of your users are logged into Facebook. They’re posting on friends’ walls, messaging, and playing games. Your customers are using their mobile phones to text, chat, and use lots of apps.

Another email is not going to cut through the clutter, but more importantly, it’s just not going to be the way to communicate in the future.
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Social Analytics – What I’m learning

November 29, 2011

Cohort analysis, event timelines, retention & engagement. Metrics which are tracked and optimized religiously by social gaming companies, but not by ecommerce companies. Might be time for etailers to think different. Here’s a post on what matters to social gaming behemoths like Zynga…and will start to matter more for the Sears, Gaps, and JCPs of the world.


Morning Roundup – October 15, 2010 – MyPerfect Sale Acquited, eBay, Cataloger & Personalization, NexTag on Google, New Bazaarvoice CMO, Shopping Engines Hiring Mobile Experts, Google & Mobile

October 15, 2010

-eBay adds marketplace listings to recently acquired bar code scanning app. From Internet Retailer, “EBay today added product listings from the eBay marketplace as well as its Half.com marketplace—which sells books, textbooks, music, movies, video games, and video game consoles—to the app and also added two-dimensional bar code scanning capabilities.”

-Cataloger provides personalized offer. Yesterday I received a catalog from Chadwicks (a Boston Apparel Group company), with a personalized offer. OK, I’m not going to go into why I get a Chadwicks catalog, but it’s pretty easy to guess. Anyways, the cover said “Wait, don’t say good-bye just yet…I’ve noticed you haven’t been shopping with Chadwicks for a while, and I want to let you know that we miss you!” The copy went on to point out lots of positive things about Chadwicks and then notified me that it might be the last catalog I receive. It ended with a ‘Bonus Coupon!’ for a Free Item with any purchase. Just think this is a smart move. I know that everyone personalizes these days, but I’d never seen a notice like this before.

-Search NexTag within Google Search. I just find this strange. Why would Google put a NexTag search box on the SERP?
nextag google

-BazaarVoice picks up another Dell exec to run marketing. As most of you know, Sam Decker, CMO of Bazaarvoice will be moving on soon. If you don’t know Sam, you should. He’s a great guy.

But it looks like another Dell exec, current CMO, Erin Nelson, will pick up where Sam leaves off. Forbes covers the story with the following questions:

Can you elaborate a bit more on Bazaarvoice and its potential?

Bazaarvoice has experienced tremendous growth in an exploding space. Social (media and commerce) for us now is like the Internet was 10 years ago. Bazaarvoice brings the power of ratings, reviews and brand stories to companies. It works with 950 brands, including Procter & Gamble, Best Buy and Sephora. Dell has been a customer for four-and-a-half years. They manage our ratings and review platform. We have been committed to this and found it very effective. We have products on site that customers provide feedback on. It has changed the way we do product development. It has gotten us closer to what customers really need. There are a lot of people happy with what they do. They are so close to the commerce transaction that it’s easy to demonstrate ROI.

The plan is for Bazaarvoice to go public, right?

It’s something (Bazaarvoice Founder and CEO) Brett Hurt and the executive team would like to see happen in the next couple of years.

How did this opportunity for you come about?

The world is really small. My [sons] are 7 and 10. [My husband and I] wanted to figure out where were we were going to be for the next 12 years. I’m CMO of Dell. It’s the job I aspired to have. I don’t know that I would find another 12 years of as much growth and change at Dell as I would at a small and growing company.

Brett [the CEO of Bazaarvoice] and I ended up having dinner together in the middle of August and just had a chat about what was important to him and what was important to me. It felt like this serendipitous match. I spent a couple of days with his executive team we quickly realized it was a good match for both of us.

-Shopping Engines looking for help with Mobile.
NexTag is looking for a Mobile Product Manager.
TheFind is looking for a Iphone / Ipad Developer, Android Developer.
Google is looking for a Product Marketing Manager, Google Commerce (initiatives can range from Google Product Search to mobile initiatives, such as Google Shopper for Android).

-Google on Mobile. If you didn’t hear, Google had a great quarter. In the earnings call (courtesy of Seeking Alpha), there was a quick Q&A on mobile as it relates to retailers:

Jason Maynard – Wells Fargo
Okay. And then just maybe a follow-up for Nikesh. When you think about mobile advertising, maybe just sort of help me frame, where do you think advertisers are at in their lifecycle of actually committing dollars to spend in this medium and form factor?

Nikesh Arora
I think the important part to understand on the mobile space is that the reason the billion dollar number is an interesting number is that just means that now the larger advertisers can get more interested, because we can help them spend reasonable amounts of money. It’s very hard to go and make a pitch to a large advertiser when the maximum inventory that you can offer them is in the five to 10 or $50,000 range, especially with advertisers who got $100 million or $200 million advertising budgets. So, to get them interested – if they get interested, they would like to be able to deploy reasonable amounts of money against this market.

So, the part I am excited about is that the inventory continues to grow. There is diversity in formats. People are interested in search-based advertising. People are interested in display-based advertising. They want to be in the middle of applications and get customer engagement. So we are seeing sort of reasonable broad-based interest. Clearly, the early adopters are people who can actually consummate a transaction. So, insurance services want a click-to-call, they want to be able to pitch, they want the customer to be able to pick up the phone and call them. There are now people who are in the local space, who want the customer to come to their restaurant. They want the customer to come show up, where they are offering a local service. So, that interest is going up.

Now the retailers who actually are interested when you are looking for a local J. C. Penney or RadioShack that, if we can tell you where it is and they can actually click and find out where it is. So, the interest continues to grow as you look at the local categories, as you look at the click-to-call categories. And as Jonathan said, as payment capabilities start getting bills into the phone, you will start seeing even more of an interest from the e-commerce players.

-MyPerfectSale acquired by Sugar Inc. From the release (via PaidContent), “Sugar Inc.’s acquisition will accelerate the growth of MyPerfectSale in the U.S. and enable it to expand into international markets where Sugar Inc. currently operates, including the UK, Japan, France, Germany and Australia. MyPerfectSale will be maintained as a separate brand while becoming a part of Sugar Inc.’s ShopStyle network of shopping sites. MyPerfectSale’s eight employees will join the growing Sugar Inc. team.”


Social Shopping/Social Commerce – Facebook, Jellyfish, Bazaarvoice, and more.

July 4, 2007

I’m writing an article about social shopping for my friends over at GigaOm. If anyone has any thoughts on the subject (what’s working, what’s not, Facebook, Jellyfish, Bazaarvoice, etc.), please comment below.

Also, if you haven’t checked out Facebook, you really should. Feel free to add me (brian at singlefeed dot com) as a friend if you don’t know anyone.
-b


Kaboodle – An Experiment in Social Shopping

October 27, 2005

A lot of players are working on melding community and commerce – and yes, I still think that MySpace needs a commerce component. Kaboodle is getting some great buzz. Wanted to pass along the site in case you’re looking for interesting new shopping tools. I’m still playing around with the service, and I’ll hopefully talk with the company next week.

In the meantime, check out my Kaboodle Notebook Computer page. I’m now leaning towards the Dell.


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