As social networks proliferate and consumers report spending more of their time online, e-commerce is ripe to weave community into the customer experience. On average, two-thirds of consumers spend at least one hour per week social networking, with almost half spending three hours or more on the sites. In August 2009, the e-tailing group and Ripple6, a leading provider of social media services to e-tailers, brand marketers and publishers, launched the Social Commerce: Conversations Among Consumers survey to 1,000 frequent online shoppers.
"The research objective was to explore consumer perceptions regarding social media relative to connecting customers to one another, to merchants, and the subsequent influence on purchasing," said Lauren Freedman, president of the e-tailing group. "We are pleased to report that our findings bode well for the online merchant community."
The survey results confirm that consumers are social with 83 percent of online shoppers very or somewhat interested in sharing information about their purchases with people they know. In addition, 41 percent would be inclined to join and be active participants in online communities that share information about their favorite products.
Sharing/Community influences purchasing
This information sharing impacts commerce as pre-purchase opinions from others influence buying decisions for 74 percent of online shoppers. Additionally, 73 percent agreed that "people like me" are the most trusted sources when making a shopping purchase. In fact, product recommendations from friends are almost twice as valuable as product recommendations from merchants (46 percent versus 24 percent) for their ability to influence purchases.
Consumers want to connect via community
The next logical step in this social commerce evolution is to create online communities that focus on connecting shoppers directly with others who have purchased similar products. Survey results indicate that two out of three consumers would be likely to join such a community if invited via email. The primary reason for wanting to be part of such a retail community is sharing information to help make smarter buying decisions. Equally as important is the participant's desire to reach out and help others by recommending products and sharing their expertise.
Merchants benefit from social commerce
These shopping-focused communities can noticeably increase Average Order Value (AOV) and aid customer retention. Sixty seven percent of users are more likely to purchase more based on recommendations from people in a community in which they participate and 62 percent are more likely to frequent a retailer they have shopped before if they can be part of a community within that site.
