Some Stuff About User Experience, eCommerce, Social Media & etc.

Tag Archives: social commerce

Are We Killing Our Customers With Engagement?

By Neicole Crepeau, Contributing {grow} Columnist

Facebook is seeing a decline in use. Studies show that users are un-Liking business pages. Consumers are getting savvy and more jaded about businesses use of social media—and they’re responding negatively. The thing is, it’s our own fault.

Social media consultants and bloggers have long urged companies to create Facebook pages and Twitter accounts and start a conversation with their customers. So, lots of companies have done just that. The problem is, most customers don’t want a conversation with a company or its representatives.

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Mobile Social Media Usage Affects Shopping Habits

Consumers trust friends’ opinions and access them on the go while shopping

As more consumers access social media via mobile devices, it changes the way they research and shop for products and services offline.

Knowledge Networks and MediaPost Communications surveyed teen and adult social media users for “The Faces of Social Media” study and found that, in May 2011, 40% of respondents accessed social media via their mobile phones. This was an increase from 28% who reported doing the same in September 2010.

Additionally, 37% of US social media users trust what their friends and family members say about a brand or product on social media, compared to only 10% who trust what strangers say. Drilling down to specific social elements, 26% trust what friends and family members say in blog posts, 25% trust their posts on social media sites and 20% trust their tweets. This is compared to 7% who trust the blogs and posts of strangers, and 5% who trust strangers’ tweets.

US Social Media Users Who Trust Brand/Product Information Shared on Social Media by Friends vs. Strangers, May 2011 (% of respondents)

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How Social Commerce Really Works & Why

GroupOn might be darlings of the web right now, but as the launch of Facebook Deals shows, the game is far from over and we have just now taken first steps towards what is real (online) social commerce. I had briefly touched upon what the future of social commerce looks like in my April 19 edition of my e-newsletter, Om Says, So What Comes After Social Commerce.

The crux of my argument was that if the first phase of e-commerce was the utilitarian hunt for staples, the next phase of e-commerce is about recreational shopping where the merger of social and interest graphs would drive buying decisions.

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