Social Media Analytics

When it comes to buying products, consumers are particular about who and what they trust to get advice.

According to a survey of nearly 14,000 adults conducted in early March by social retail technology provider Collective Bias, Facebook and YouTube are the most persuasive social channels for consumer purchases. About 19% of consumers find Facebook to influence their purchasing decision most, with YouTube coming in second at nearly 18%. YouTube is especially popular with men (23%) compared to women (14%).

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

A new collection of five emojis created by Facebook gives users of the social media platform new ways to express themselves that could have huge implications for retailers.

Online retail platform Jet is getting a better idea of how well its customer service efforts are working with a new tool from service measurement/optimization company StellaService.

Many companies have developed robust social media platforms for marketing and advertising, but aren’t quite sure how to manage customers who visit a company’s site to lodge a customer service inquiry, simply vent or even express satisfaction with a product or service.

They simply run away from customers. Yet, these same companies would never ignore a customer phone call or email, probably because it seems more controllable than the social media environment.

Specialty gift retailer Harry & David is taking a visual and social approach to a holiday promotion.

Harry & David is hosting an interactive social media campaign called #TastetheHolidays through Dec. 31. Consumers who sign up for the campaign online and follow Harry & David on Instagram and/or Twitter can win a variety of prizes that include gift cards and baskets.

When it comes to promoting high-end retail and product brands on social media, different platforms suit different companies.

According to new research from Engagement Labs, on Facebook, high-end shoe brand Christian Louboutin ranked first with the highest overall proprietary “eValue” social media measurement score, as well as the highest engagement and responsiveness scores among luxury brands studied.

When it comes to promoting high-end retail and product brands on social media, different platforms suit different companies.

Walmart has kicked off one of its most omnichannel marketing campaigns ever with its Holiday Sing to Salute Military Families.

The nationwide campaign encourages the public to sing a portion of a classic holiday song while capturing it on video, and then post the video on social media channels to show support for members of the military and their families.

One retailer was clearly in a league of its own when it came to social media dominance of Cyber Monday.