The 6 C's of Social Commerce
DeniseV*c*nteSocial Commerce is already a huge feature in the way E-Commerce works and it is only going to get bigger. Social media brings more people to the front and it encourages interaction between people in a way that has never been seen before. Social commerce has been expanded in order to include Social Media tools such as customer ratings, reviews, recommendations, feedback, forums, advertising and communities. It really does offer a completely different dimension to the world of E-commerce.
Therefore E-commerce used to consist of the 3 C's but now an additional three have been included as a result of Social Commerce, highlighting once again how important and influential Social Commerce has become.
The 6 C's of Social Commerce are as follows: Content This is an important part of Social Commerce and it is the way that any business engages with its customers and potential customers. This means that any content that is published should be interesting and thorough. If the content is relevant it means that people are going to show a larger interest in the business which in turn helps to build trust regardless of whether they are purchasing now or in the future. Context The world has become a lot smaller and mobile devices allow people to capture what they are doing in real time. This means that customers can purchase items at any time and then post it to their chosen Social Media platform. This helps consumers to show their loyalty to brands on a larger scale, it is all about being accessible all of the time. Commerce Customers want things easy. We live in a world where everything is made easier and if more information and help is offered then sales will improve. Customers are in control more than they ever have been and research is so much easier. If it is easier for them to make a purchase and more importantly the payment transaction is simple and smooth then they will be comfortable about going through with their purchase. Connection This is all about relationships. Relationships with staff and customers alike are important and people like to stay connected. This is ensuring that customer service and customer relations is always at the same level regardless of whether that is responding to an email or posting on Facebook. Customers like to see a certain level of interaction which shows that there is a certain level of service. This helps to gain confidence and a level of loyalty. Conversation Once again Social Media is great for getting people talking. It is not just about responding about problems or queries, remember that it is possible to ask customers what they like and dislike and what can be done to make improvements. It makes the customers feel a part of the brand whilst showing that there is a real interest taken in what they think.
Social Commerce has enabled brands and business to take their services to the next level, enabling them to expand their reach and connection with customers.