Using TM Lewin’s online community (called “Off the Cuff”) and Jimmy Choo’s innovative Foursquare campaign as examples, Naomi Paget (Head of Direct Marketing, TM Lewin) and Matt Rhodes (Director of Client Services, FreshNetworks) will explain how retail businesses can make effective use of social media marketing. They will show how to grow and sustain customer engagement through a successful online community, and offer practical tips on how to make social media marketing work for you. Presented at Social Media Marketing 2010 (London).

1. Social Media Marketing for Retail BusinessesGetting viral success and ongoing engagement Talk to us: www.freshnetworks.com | info@freshnetworks.com | +44 (0)20 7692 4376

2. Today is about two things: & Shirts Shoes

3. Actually it’s about: Viral success Ongoing engagement

4. Viral activity create buzz...

5. ...and sustained engagement brings real benefit

6. But the best is to achieve both &

7. Two ways of achieving this: Online communities Social media events

8. www.freshnetworks.com T.M.Lewin : An online community

9. Why T.M.Lewin is Be seen as an authority on business dress Get customer insight into our product, marketing and services Educate and excite customers about the brand and products Clearly differentiate our brand from our competitors Reach a new audience Encourage word-of-mouth

10. Outcome – Off The Cuff community

11. Blogs from all areas of the business

12. Sartorial advice from experts

13. We aim to turn responses into conversations “ …shirts for my size are usually too narrow but I’ve never tried a classic. I have a 44" chest 36' waist can anyone shed some light?” “…At present our slim fit shirts are really more semi fitted so I don’t think you will have any problems with them being too fitted” “Seriously, TM will always have my business and in fact I have turned some of my co-workers on to the site”

14. People who enter the community are as likely to convert on their first site visit Twice Conversion

15. Maintaining interest Regular updates with new blogs and polls,and quick responses to comments have helped build engagement 1/3 of community members have already returned

16. The conversation has gone viral 134different countries 43%visitors from outside the UK

17. www.freshnetworks.com Jimmy Choo : Social media events

18. Six months of community building Sept May Project PEP Blogger Outreach Facebook Twitter MIXI CatchAChoo

19. A social media event

20. 4,000 individuals participated on Foursquare,Twitter and Facebook.

21. 1 in 17 London Foursquare users were chasing CatchAChoo.

22. The campaign was mentioned over 5,000 times on Twitter.

23. 250 blogs and publications mentioned the CatchAChoo campaign.

24. The campaign was widely covered in: The Evening Standard, Reuters, Marketing Magazine, PR Week, Mashable, Vogue…

25. Daily trainer sales in-store went up 33% after the Evening Standard coverage.

26. “We have seen some great feedback both from media and a variety of individuals who have been impressed by this initiative.” – Jimmy Choo “Probably my favourite campaign that I’ve seen in social media. Period.” – Tristan Walker (Foursquare) at Web 2.0 EXPO

27. And one unsuspecting member of the public was mistakenfor the CatchAChoo team

28. What’s next for Jimmy Choo? CatchAChoois on the move…

29. So how do you do this?

30. Summary of what to do next Have strategic plan for your engagement: Find out who is saying what and where they are saying it Work out what you are trying to achieve and how you will measure your impact Experiment with social networks and work hard to get successful engagement Have a clear process to measure your impact and refine your strategy

31. And bring your online community andsocial media events together

32. That’s it