Why I think customer reviews and social shopping are important. Social shopping is an interesting concept which divides opinion amongst web commentators.
Most are agreed that social shopping is a specific type of web service with its roots in the social explosion of Web 2. 0.
In their purest form the best social shopping sites provide an open independent platform where users can add products, post a review or provide a product rating. The sites are service orientated, providing the tools for others to use and as such rely heavily on user generated content to set the agenda.
In essence the opportunity now exists for consumers to band together, discuss specific products and brands and provide an authentic alternative voice to the brand led marketing activity and conventional expert reviews we are all subjected to in other media.
By sharing product knowledge and experiences, creating useful content, an empowered community consensus can emerge, highlighting the gems and warning against the over hyped duds – the products which disappoint and fail to deliver.
This type of user generated content has a real value and satisfies an important element of the online shopping process – research, which accounts for 80% of consumer time when they are shopping online.
Social shopping sites combine social elements such as a social networking community features with aspects of shopping such as product reviews, ratings and deal hunting.
Some of the more agile social shopping sites are making use of the Twitter API and Facebook Connect to tap in to the online conversation, providing context for product related Tweets on Twitter and distribution of product opinion via Facebook.
Social shopping sites can be viewed as a value added evolution of the affiliate model – as they seek to monetize website content (the user generated product reviews and ratings) by sending traffic to third party merchant sites where they can purchase product.
My starting position is to agree with the mantra that “customer recommendation is the Holy Grail of Advertising”. We know this is true in the real world – if your friends and neighbours enthuse about their new car, lawnmower, laptop or digital camera – it will have weight, you take note.
The same holds online – reviews and recommendations are very powerful; especially those from people with status in a community, and those which are provided weeks and months after the purchase; only the scale and dynamics of relationships differ. The potential then of social shopping and what it offers us as consumers, product designers, specialist retailers and brands which really focus on and respond to their community is very exciting.
Some statistics and predictions from rantorave.
According to a global Nielsen survey of 26, 486 Internet users in 47 markets, consumer recommendations are the most credible form of advertising among 78% of the study’s respondents. (Nielsen, “Word-of-Mouth the most Powerful Selling Tool”).
83% of shoppers said online product evaluations and reviews influenced their purchasing decisions. (Opinion Research Corporation, an infoGROUP company, July 2008).
76% of us retailers said user-generated content would have a greater impact on their marketing goals in the near future. (SLI Systems/Zoomerang, November 2008).
56% of UK website owners say that user-generated content lifts conversion levels; 77% say it increases traffic; and 42% say it increases the average spend on site. (eConsultancy survey of 360 website owners across all sectors, November 2008).
By 2020, 84% of marketers agree that building customer trust will become marketing’s primary objective, and 82% agree that collaboration with customers will prevail over marketing. (1to1 Media survey April, 2008).