…Ok, maybe it didn’t take me exactly 12 minutes, but I’ve got to jump to some sessions here at Shop.org’s Annual Summit in Las Vegas! Resource Interactive’s President and Chief Experience Officer Kelly Mooney (also author of The Open Brand) was the conference’s final keynote and shared a bunch of insight on moms and (the second wave of) Millenials.

Look for a news story on the keynote on destinationCRM.com, but for now, I wanted to share Mooney’s closing list of tips on how to making online shopping a better experience:

• Support social marketing & merchandising.
• Offer more ways to pay that also ensure security online (e.g., PayPal, Twitpay).
• Monetize your Facebook page (It’s not just a place for socializing!).
• Auto fill codes, points, and special offers identified customers .
• Get more personalized and relevant at the online “shelf” level.
• Add “raves” to your ratings & reviews (Mooney cites how studies in neuroplasticity proves that if a consumer sees another happy consumer, it can rewire them to have positive feelings, too).
• Use messaging to tap into thrift mentality. Consumers, especially moms, are wearing frugality like a “badge of honor.”
• Make meaningful service changes based on feedback. Solicit feedback, then make sure customers know that you’re acting on those insights through explicit communication.
• Use social networks to encourage users to share shipping codes or offers instead of just making the offer available to any and everyone.
• Offer new utility and fun ideas to help users engage with each other around the products (e.g., create your dream room), or come up with news ways to use the products.
• Introduce new products and price points (e.g., Recession Denim, which, according to its “About” page, “was born in New York City amidst the economic chaos of September 2008. Creator, Daniella Siri set out to establish a premium-quality denim brand that offered irresistibly trendy, yet classic denim without the premium price tag.”)
• Shift the dialog (e.g., Hyundai’s Assurance Program addressed the challenges of making big purchases in a difficult economy and gave customers the assurance that the company has their “back for one for year.”).
  

K! Gotta run!

[Pssst! If you want a copy of Kelly Mooney's presentation from this morning, send an email request here: Rewired@resource.com]