1. Serve first SoCoLoMo in 2013 Social, Commerce, Local & Mobile: Planning for Digital Success in 2013 Notice: Some images in this presentation require are copyright protected by other entities. Permission must be obtained for reuse.

2. Serve first SoCoLoMo Overview Social Networks Communication Monitoring Commerce Conversion Revenues Promotions Loyalty Content Local Languages Geography Mobile Applications Sites Users Integration

3. Serve first AwarenessConsiderationSelectionSatisfactionAdvocacy Social Networks Monitoring – Proactive Networks Communication Networks Communication Networks Monitoring – Reactive Networks Monitoring – Proactive Commerce Content Loyalty Content Loyalty Promotions Conversion Promotions Revenues Content Loyalty Promotions Local Languages Geography Languages Geography Languages Geography Languages Mobile Applications Sites Applications Sites Users Applications Sites Users Applications Sites Users Consumer Lifecycle AwarenessConsiderationSelectionSatisfactionAdvocacy Description Recognize a need & consider you a provider Evaluates options from you & competition PurchaseThrough experience is happy or not Shares opinion of experience Behaviors Searches the web & visits industry / trade sites Visits your sites, queries networks, reads reviews Visits your site, searches, adds to cart, checks out Receives offering, uses offering, engages support Speaks in favor of or opposition to you & offerings

4. Serve first Capability Maturity Chaotic: Success is achieved primarily through heroic efforts of the team. There may be pockets of success, but not through any strategic plans or goals. A change in people would impact results. Building: You’ve recognized what it takes to be successful and are spreading the word. Processes are documented and starting to be shared. There are some examples of consistent success. Measurement is Key: Processes are documented, targets are set and objectives are clear. There are few gaps in understanding or expectations. Failure still occur but are quickly resolved. Consistently Proficient: Confidence is high across the organization. You know what you’re doing, track measure and report consistently positive results. Best of the Best: You’re a leader in the industry and the functionality. Others look to you as the model to one day aspire

5. Serve first Social prefer to connect on Facebook. 1 use social media a month. 2 reviews make 52% of consumers more likely to use a business. 3 Current:3Objective:4 1 2 3 1.Networks: Sustain what we’re doing well. 2.Communications: Increase internal & external blog content. 3.Monitoring: Address competitive posts. Communications (78%)Monitoring (79%) Blog

6. Serve first Commerce US eCommerce by 2015. 4 Dollars spent in US retail influenced by the Web by 2016 5 Current:2Objective:4 1.Promotions: Increase promotions, especially with 3 rd parties. 2.Loyalty: Develop content & promotions to attract returning visitors. 3.Revenues: Maximize cross-sell and up-sell opportunities. Loyalty (45%)Revenues (64%)Promotions (56%)

7. Serve first Local Mobile and online local ad spending in 2016 6 consumers use Google monthly to find businesses 7 Current:1Objective:1 1.Low ROI: Minimal benefit from localization. 2.Languages: Expand the available languages. 3.Geography: Investigate “Find a local Twink-ease seller” Languages (41%)Geography (51%) Ik hou van Twink-gemak! Mwen renmen Twink-fasilite! Nampenda Twink-urahisi!

8. Serve first Mobile Mobile commerce in 2016 8 online retailers' mobile traffic coming from tablets. 9 Current:1Objective:3 1.Applications: Modest increase, given the low ROI. 2.Sites: Adapt websites for responsive / multi-screen design. 3.Users: Capture more mobile data for consumers. Applications (51%)Users (51%)Sites (38%) Desktop (1680x1050) Netbooks (1024x768) Tablets (768x1024) Smart Phone (480x320)

9. Serve first APPENDIX

10. Serve first Social KPIs

11. Serve first Commerce KPIs

12. Serve first Local KPIs

13. Serve first Mobile KPIs

14. Serve first References 1.Source: Media Bistro (12/24/2012) 2.Source: Pew Research Center (12/06/2011) 3.Source: Bright Local (2/12/2012) 4.Source: Forrester (02/18/2012) 5.Source: Forrester (06/12/2012) 6.Source: BIA/KELSEY (05/17/2012) 7.Source: Bright Local (10/24/2011) 8.Source: Forrester (09/12/2011) 9.Source: Forrester (07/26/2011)