Social Media Analytics

With the Black Friday weekend nearly here, there are clear winners when it comes to social media engagement.   At the head of the class is Sephora, with 2.4 million consumer interactions (reactions, comments, shares, retweets, favorites) across Facebook, Twitter and Instagram. Sephora’s top status is being driven by its success on Instagram, a site that reveals high consumer enthusiasm for the retailer’s offerings of makeup box sets and key brands, such as Bite Beauty and Urban Decay, as well as its own collection.

Helzberg Diamonds is committed to “making people feel loved.”   By adopting a set of multichannel customer experience management solutions, the jeweler is taking the next step to “wowwing” its shoppers with more personalized customer service cross-channel.   

How do industry observers rate retail social customer care? #EpicFail.   The term social customer care refers to the quick and personalized customer service brands are expected to provide through social media once a customer engages with them to resolve an issue. To date, 92.5% of brands are failing to meet customers' social customer care expectations, according to the “Social Customer Care Report,” from Rational Interaction.  

Thirsty for meaningful brand interactions, consumers are turning to social media more regularly.
 
While it’s still largely used for socializing and product discovery, social media is increasingly influencing consumer purchasing decisions, according to “Shopping’s Social Influence,” a new report from digital advertising and analytics firm Adlucent.
 

Despite their reputation as a generation dedicated to the greater good, millennial consumers are in some ways more narrowly focused than their Gen X elders.   According to a new study of more than 7,000 global consumers conducted online in April age 18-55 conducted by sales and marketing firm Daymon Worldwide, 35% of both millennial and Gen X consumers prefer buying sustainable products.  

User data from Pinterest shows that more than one-in-three of its 100 million global users are millennials. In addition, 79% of millennial Pinterest users say the platform is a “guide to life and is a place to teach me how to do things,” compared with 71% of all Pinterest monthly users.

Other notable millennial-related findings include:

Facebook has been getting a lot of attention for recent updates which make it more of a direct customer engagement tool. The attention is deserved, as Facebook is on its way to becoming a vitally important CRM platform. Here are five reasons why.   1. Everyone is doing it

The world’s largest social network has updated its policies regarding branded content and, in so doing, given retailers a new marketing tool.

Facebook is now allowing retailers and other marketers to work with media companies, celebrities and other key “influencers” to place certain types of branded content on its platform.

Value and communication are the keys to winning over millennial consumers, according to a survey of 600,000 consumers conducted by J.D. Power.

The 2016 survey polled more than 634,000 consumers, including 126,315 millennials and 246,594 Boomers. Pete Trujillo, senior manager of industry analytics at J.D. Power, hosted a webinar this week to highlight data from the survey, titled "Millennials Insight Report: The Customer Experience Perspective."

Social retailing is nothing new, but more retailers are starting to experiment with launching their own proprietary social media offerings.