Blog

That’s exactly what Ian MacDonald, Director of eCommerce for Silver Star Brands has experienced leveraging TurnTo’s Community Q&A. Ian was looking to improve SEO performance, increase website traffic and lift conversion rates. He thought he’d find an answer using customer-generated content, but he already had ratings and reviews. He needed more.

Ian implemented our Community Q&A and proprietary “Checkout Chatter” products which immediately began creating Customer-Generated Content.

Silver Star Brands’ customers can get quick answers to their questions right on the product detail page from fellow customers, staff experts, and the store’s FAQ content from the help center. To maximize the usefulness of this utility, Ian strategically used an “input teaser” on the product page, enabling shoppers to submit their questions without having to scroll.

Additionally, at the time of purchase, Silver Star Brands’ customers are asked the simple question “Why did you choose this?” TurnTo’s Checkout Chatter enables the company to collect short, positive sentiments from customers, equating to more Customer-Generated Content for their sites that is indexable for search engines.

RESULTS
Here are just a few results Silver Star Brands have realized thus far (a link to the full case study is below):

As a “bonus” – this incredible volume of Customer-Generated Content from both Q&A and Checkout Chatter is indexed by search engines, which has greatly improved Silver Star Brands’ SEO.

If you’re looking to lift your conversion rates and increase CGC, click here to schedule a demo today. You can read more about Silver Stars Brands’ success in this case study.

Congratulations to InkJetSuperStore for winning the Social Media Marketing category of Retail TouchPoints’ Customer Engagement Awards 2012!

You can read Retail TouchPoint’s article here and download the complete Customer Awards Report from there, but in a nutshell it was through a nomination process, the winners were selected based on, but not limited to, four specific criteria:

1. Unique shopping/promotional offerings
2. Customer engagement strategies
3. Customer analysis
4. Technology innovation

Using the TurnTo technology, InkJetSuperStore has increased conversion, AOV, and loyalty.  Here are some of the results from the past couple of months.

• Shoppers who asked questions or read Q&A from others converted at a rate 80% higher than those who didn’t – an especially significant lift since Inkjet Superstore is a replenishment business with a high repeat customer rate and a very high conversion rate.
• The average order value of shoppers who interacted with TurnTo was 14% higher than the AOV of those who don’t.
• 16% of all purchasers answered the question “Why did you choose this item?” following check-out (through the TurnTo Purchase Sharing function).

You can see from the complete list of winners below, InkJetSuperStore is sitting in good company:

• 8ta
• Casual Male Retail Group (CMRG)
• David’s Bridal
• Foot Locker
• Hot Topic
• Inkjet Superstore
• Moosejaw
• Rutter’s Farm Stores
• Tasti D-Lite
• Urban Outfitters

And if winning the award was not exciting enough for InkJetSuperStore and TurnTo, George and I were at the Retail TouchPoints booth @ NRF on Monday as he accepted the award on behalf of ILan Douek, President of InkJetSuperStore, as Ilan was unable to attend.

Here is a pic of me with the Inkjetsuperstore.com award

Over here we like to say “When you connect your shoppers to your customers, good things happen!” and apparently that not only means conversion, loyalty and SEO for our customers, but now includes industry recognition…again, congratulations to InkJetSuperStore!

To learn how TurnTo can improve the metrics that mean the most to you and your business, give us a shout @ 908.752.9658 or email sales@turnto.com (yes, a shameless plug from me).

This shows the conversion rate of shoppers who interact with the TurnTo Social Merchandising widget while on one of our partner merchant sites vs the baseline conversion rate for that site.  Each letter here is one store.  We’ve picked the biggest stores from our network, since the data are most robust there (ie not just the ones where the data are most positive).  Full-month for July.

Here is the conversion lift data for the larger sites using TurnTo for the last couple months.  We’re comparing the baseline conversion rate for the site to the conversion rate for shoppers who interacted with the TurnTo system at some point in their shopping path on the site.  The 2-7X lift factors we were seeing in the first couple months of the year are still evident.

Here’s our second presentation from day 2 at the OnMedia conference.  This one is a straight-up product demo and company backgrounder without the “theory” from yesterday.  The TurnTo part runs from min. 36-46.  (As with yesterday’s, we’ll swap in the individual video once we get it from the conference.)

The New York Times ran a piece today heralding the imminent arrival of Facebook Connect – significant as an indication of the huge expected impact of the feature.  My guess is that for brands and online merchants planning their social commerce strategy, the anticipation of Facebook Connect will be matched by an equal measure of head-scratching about how to make the best use of it.

Its predecessor, Beacon, had significant flaws.  But for merchants, it also had a particular beauty – clarity of purpose.  It did just one thing (sending “stories” to their customers’ Facebook pages so friends could see what those customers bought).  And it provided all the infrastructure needed to do that.  Just pop a bit of code here and there, and you were up and running.

Facebook Connect, on the other hand, is a tool kit which can be used in many possible ways.  In addition to posting stories back to Facebook, it offers the ability for shoppers to bring their Facebook friends with them to the merchant’s site.  Sounds exciting, but what does that really mean?  What features and applications should sites build around that capability?  And where does the technology to take advantage of this potential come from?

My belief is that the killer app for Facebook Connect for online commerce is going to be “trusted reference systems”.  If you sell online, and all-of-a-sudden you can know the friend-network of your shoppers, what is the most powerful use to which you can put that information on your site?  It is: to tell your shoppers what their friends have bought from you, while they are shopping.  Shoppers who see that friends buy from you are going to be more likely to do so, too.  They’ll get ideas from seeing what their friends have purchased, so they’ll buy more.  And they’ll be able to see who among their friends they can turn to for advice if they have questions, so their whole shopping experience will be improved.

We’re on the brink of a new phase in online commerce where brands and merchants of all sizes will be able to put applications driven by social graphs on their sites.  For those who take advantage of this opportunity, the potential to create value for their business is tremendous.  (Not to be coy, at TurnTo, we are excited to be the leading provider of turn-key trusted reference systems that make it a snap for sellers to add these social commerce features to their sites.  If you are wondering what Facebook Connect can mean to your business, we’d like to talk to you; please drop us a line.)

Four new partner sites have gone live with TurnTo in the last couple weeks.  All of these discovered us following our launch announcement in September, showing how quick and easy it is to go from zero to up-and-running with TurnTo.  It’s also exciting to see what a broad range of businesses have embraced the TurnTo approach to driving conversion through trusted references. Our new partners are:

• Superior Nut Company – Specialty snacks
• Dog IDs – Pet supplies
• Celebrity Seats – Event tickets
• Tabula Tua – Fine tableware

Check them out to see TurnTo in action.  And pick something up from them while you are there!