2. The Zone of
Social Commerce
Social commerce is a
subset of e-commerce
which is the buying and
selling of products and
services via the Internet.
The zone of social
commerce includes
CRM/Service,
Retailing/Sales, and
Human Resources.
Social commerce is the
fourth zone of social
media.
3. Social Commerce
and the Shopping
Process
Important stages of
consumer decision
making require five
steps.
• Problem recognition
• Information search
• Alternative evaluation
• Purchase
• Post-purchase evaluation
4. First Moment of Truth
First Moment of
Truth or
(FMOT), is when
a consumer
chooses a
product from
the store shelf.
5. Second Moment of Truth
Second Moment of
Truth or (SMOT), is
when the consumer
uses the product
and feels
satisfaction or is
dissatisfied with the
product.
