Navigating the Social Commerce Landscape, Part 2

3 Ways to Seamlessly Integrate Multiple Touchpoints and Selling Channels

1. Avoid “touchpoint amnesia.” Ensure all selling channels save customer data, then integrate it seamlessly into every channel that customers would potentially interact with.
2. Own the end-to-end experience, or appoint someone who can (e.g., chief experience officer). 
Before you implement new processes, appoint one person to own the entire experience so that they can identify persistent challenges and critical areas needing improvement.
3. Tie cross-channel metrics to rewards/incentives/compensation in order to harmonize the cross-channel experience and avoid individually optimized departmental silos.

5 Retail Trends to Be Aware Of
Based on the findings of PowerReviews’ 2010 Social Shopping Study, the following are five trends that are critical for retailers to focus on as they attempt to bridge online and offline customer experiences in order to integrate multiple touchpoints and selling channels: