User Experience #1 - Image by Paul Veugen

A recent study from Forester found that emotional and engagement is the key to gaining and keeping customers.  Now has any well versed marketer will tell you this is marketing 101 but once you dive a little bit deeper into the report it reveals some interesting findings.

First it the report concluded that companies are investing 58% more in web design than last year, and 37% of these companies are investing in behavioral analytics.  One shocking number is that 90% of companies fail when it comes to site experience.

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Integrating Social media in Ecommerce Report (PDF)

Social media undoubtedly has a presence in eCommerce. If you spent any amount of time in social media you will find that conversations around brands, companies, and services happen all the time.

New research indicates that more than 75% of consumers trust peer recommendations of products and services, while less than 15% trust paid advertising. The opportunity to tap into this trusted form of communication to market your e-commerce business is huge, so it’s important to think beyond your immediate network and find creative ways to encourage fans to spread the message about your business.

One important aspect of integrating social media into eCommerce is giving your customer or potential customer the ability to easily share your products. We recommend the below services for all eCommerce driven websites:

• Integrate Facebook Like button into each product page and category
• Provide easy way for someone to share via email
• Integrate Twitter share
• Integrate Facebook share button
• If your target market is younger integrate MySpace
• Integrate social bookmarking sites such as De.Lecious.us

While integrating social media with your e-commerce presence may be free, it may still come at a price: your valuable time. Maintaining multiple online presences, pages and feeds can be extremely time consuming. Fortunately, with the right e-commerce platform, you can easily integrate—and automate—these efforts to save time.

CUSTOMER SERVICE

Social media has made your average user sophisticated enough to know the difference between “customer care” and PR. Corporations that try to confuse the two could confuse customers, and potentially suffer even more in the long run.
Customer service isn’t a silo; it requires excellence across multiple channels and still excludes non-social media consumers. (Shayon, 2010)

Some American companies that have been early adopters in the space have witnessed measurable benefits. One such case is Frank Eliason’s turnaround at Comcast. Another example is at the end of FY 2009-2010, Dell’s ‘chief blogger’ Lionel Menchaca announced that Dell is not only servicing customers through social media but made revenues of the tune of $6.5 million, double the preceding year. (Nandi, 2010).

If you are considering building an eCommerce website one element of your plan should include how you will provide customer relations within social media.

Special Report

We’ve put together a special report on the social media and eCommerce. You can find the report and a quick video presentation here at eCommerce Social Media Web Design.

Does social media have a place in corporate web design? This question is one we get asked often and we have put together not only this post but a great special report that you can find here: Social Media and Corporate Web Design.

So does social media have a place in a company’s website or is just for blogs? The short answer is yes. Social media has worked it’s way into every element of the web. Twitter itself was recently inducted into the library of congress and Facebook is working on taking over the internet with Like buttons. If this reason wasn’t enough then we move onto the generational issue.

The younger generation really does expect a corporation to be participating in some form of social media. Social media into corporate web designs should be completely embraced. The one thing it shows above all else is that the organization can be reached, cares, and wants to engage with their customers.

Expectations

When the web first hit mainstream it became obvious that if you didn’t have a website you weren’t considered “in business”. Many consumers simply didn’t trust companies that did not have a website.

This same paradigm of thought is starting to come to social media. Increasingly the younger generations are expecting that a responsible organization will engage within social media.

Social Elements of Corporate Web Design

Social Media and Corp Web Design (PDF)

I’ll summarize here what we have put in our report. These are the top elements that you should have within your corporate web design. I should mention that each industry and vertical market will have it’s own networks and interaction points but we can generalize on the concepts:

• Follow Us Buttons. These are the buttons or icons that link to your social presence, these should be prominent and be on 95% of your web pages.
  Share Buttons. These allow your users to easily share your content within their own social circle. We also suggest these show up on the majority of your web pages.
• Widgets. Widgets allow you to pull content from the social networks themselves. These can be powerful as well. These create a element of social proof but also allow for another interaction point for your user.
• The About Us Page. Studies have shown that one of the most visited page of a website is the about us page. We recommend that you make the about us page a business accelerator page–think about copy, headlines, and calls to action.
• The Team Page. If your company embraces social media include these connections on the team page.
• Social Media Page. We also suggest that you put together a roundup page of all your social media efforts. The users that care about social media will find this page helpful.

In Conclusion

Social media has a seat at the table of corporate web design. It’s an important element of any modern corporate website. Generally the more that you participate within social media the more that the ROI becomes apparent. The key is just to make sure that you are not just putting in social connections just to check off a box– you have to mean it and spend the time and effort with the engagement.