L2: Specialty retail digital q2 2011

®

Specialty
SCOTT GALLOWAY
NYU Stern
Retail
A U G U S T 2 3 , 2 0 11
A Think Tank
for DIGITAL INNOVATION

© L2 2011 L2ThinkTank.com

Digital IQ Index ®:

Specialty Retail
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IN T R O D U C T I O N

Influence
Digital platforms continue to garner greater influence over commerce, on and offline.
More than 97 percent of consumers report that social media affects at least some of their purchasing decisions.1
Seventy-nine percent of smartphone owners use their devices while shopping, and 70 percent of consumers look at
product reviews before making a purchase.
c h a n g e i n 2 0 1 0 & 2 0 1 1 d i g i tal i q v s .
Furthermore, Google reports that the average consumer is c h a n g e i n 2 0 0 9 & 2 0 1 0 F I S C A L R E V EN U E S
discernibly influenced by 10.4 discrete pieces of information, (N=35)
up from 5.3 sources just a year ago.2 The implications are
significant as retailers confront an increasingly crowded, 40%

and dynamic consideration set.

Threat
20%
To date, the digital strategy for most retailers has been selec-

2009-2010 Revenue Growth
tion, convenience, and lower prices. This strategy favors scale,
and one firm, Amazon, is a giant whose expansion has starved
any retailer in its path. In the first quarter of 2011, Amazon grew
three times faster than other retail e-commerce sites and nearly -40% -20% 0% 20% 40%
five times the rate of overall retail. Constituting one-third of the
U.S. e-commerce market, the digital native is a threat to retail-
ers ranging from Wal-Mart to Williams-Sonoma.3 Amazonian
-20%
infrastructure investments, made possible by an exceptionally
low cost of capital, bring new meaning to the term “disruptive.”

Source:
Corporate 10ks,
-40% Annual Reports.
1. “In Hot Pursuit: What makes people want to follow a brand?,” Andy Wibbels, Get Satisfaction,
June 29, 2011.
2. “ZMOT: Winning the Zero Moment of Trust,,” Jim Lecinski, May 24, 2011. Change in Digital IQ
3. “Amazon.com: The Hidden Empire,“ Stéphane Distinguin, faberNovel, May 2011. (Percentile Rank)
© L2 2011 L2ThinkTank.com 2


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IN T R O D U C T I O N

What to Do?
Historically, specialty retailers have differentiated themselves from R e lat i o n s h i p b e t w e e n 2 0 1 1 d i g i tal i q & R O I C
low-cost peers by establishing an aspirational environment, edited (N=29)

selection, and top-shelf service, all mixed with traditional media
spend. The offline strategy is still the right one, but the tactics and 80%

weapons have changed. Brands that are thriving are engaging in
conversations directly with their customers on social media platforms,
creating new and interesting ways to purchase online, and building 60%

innovative mobile apps to augment the shopping experience.

Change 40%

In our second annual Digital IQ Index®: Specialty Retail, mobile and
social platforms took on a new level of importance. As a result, none
20%
of the companies ranked Genius in 2010 maintained their status.

2010 ROIC (%)
The dynamic nature of the medium rewards risk-takers and pun-
ishes complacency as evidenced by several brands ascending or
0%
falling dramatically in this year’s study. 40 60 80 100 120 140 160

Digital IQ = Shareholder Value -20%
Our thesis is that shareholder value is inextricably linked to digital
competence. In the 2010 Study we speculated that Digital IQ “may be
a forward-looking indicator of revenue growth.” Brands’ total reported -40%
revenues in 2010 confirm our thesis. In addition, there is evidence of
a positive relationship between Digital IQ and return on invested capi-
tal (ROIC). We hope this study continues to help managers prioritize -60%

efforts and allocate capital to generate the greatest return. Please
contact me at scott@stern.nyu.edu with questions or comments.
-80%
Regards,
2011 Digital IQ

Source: Corporate 10ks, Annual Reports.
Scott Galloway
Founder, L2 | Clinical Professor of Marketing, NYU Stern



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A B O U T T HE R A NKIN G S M E T H O D O LO G Y

Site - 30%:
C AT E G O R IE S Effectiveness of brand site.

Functionality & Content - 75%:
140+ Genius • Technology
Digital competence is a point of differen- • Navigation & Product/Site Search
tiation for these retailers. Site content is • Social Media Integration
searchable, shareable, and mobile-opti- • Customer Service & Store Locator (when applicable)

mized. Social media efforts complement • Product Page

wider digital strategy. Virtual storefront • Checkout

seamlessly extends to mobile. • Account

BRAND TRANSLATION - 25%:
110-139 Gifted • Aesthetics
• Messaging & Visuals
Brands are experimenting and innovating
across site, mobile, and social platforms.
Digital presence is consistent with brand
Digital Marketing - 30%:
image and larger marketing efforts. Marketing efforts, off-site brand presence, and visibility on search engines.
• Search: Traffic, SEM, SEO, Web Authority
90-109 Average • Advertising & Innovation: Display, Retargeting, Recent Brand Initiatives, Presence on Tumblr
• Blog & Other User-Generated Content: Mentions, Sentiment
Digital presence is functional yet predict-
• Email: Frequency, Content, Social Media Integration, Promotion
able. Efforts are often siloed across
platforms.
Social Media - 20%:
Brand presence, community size, content, and influence on major social media platforms.
70-89 Challenged
• Facebook: Likes, Growth, Tabs & Applications, Responsiveness, Interaction Rate
Inconsistent adoption of mobile and social • Twitter: Followers, Growth, Frequency, Online Voice
media platforms. Site lacks inspiration.
• YouTube: Views, Number of Uploads, Subscriber Growth, Viral Videos

<70 Feeble Mobile - 20%:
Investment does not match opportunity. Compatibility and marketing on smartphones and other mobile devices.
• Mobile Site: Compatibility, Functionality, Transaction Capability
• iOS Applications (both iPhone & iPad): Availability, Popularity, Functionality, iPad Differentiation
• Other Platforms (Andriod, Blackberry): Availability, Popularity, Functionality
• Innovation: SMS, Geolocal, Recent Brand Initiatives



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D I G I T A L IQ R A NKIN G

Accessories Apparel Beauty Department E-tailer Flash Sale Home Watches
& Skincare Store Furnishings & Jewelry

Rank Retailer Category Digital IQ Class Description
Strong social media and the “Magic of Macy’s” mobile site crowns the venerable department
1 MACY'S Department Store 150 Genius
store #1

2 VICTORIA'S SECRET Apparel 145 Genius A Facebook community 14 million strong and growing

Uber responsive Twitter account and robust mobile site stand out; site redesign embraced risk—
3 NORDSTROM Department Store 143 Genius
and it paid off

4 SEPHORA Beauty & Skincare 136 Gifted Content-rich digital platform caters to beauty-loving customer base

4 URBAN OUTFITTERS Apparel 136 Gifted A slick and dynamic digital platform bolsters efforts of this hip retailer

6 THREADLESS.COM E-tailer 133 Gifted More than 1.6 million Twitter followers are base of new retail model

Closet Confession: Email-gated sales and responsive customer service feed our fashion
7 BLUEFLY E-tailer 132 Gifted
obsession

8 BLOOMINGDALES Department Store 131 Gifted Little (digital) brown bag delivers

8 GILT GROUPE Flash Sale 131 Gifted Gold standard in flash sales

8 NET-A-PORTER E-tailer 131 Gifted Interactive “live” map allows fashionistas to monitor peers’ shopping bags across the globe

8 POTTERY BARN Home Furnishings 131 Gifted Video-rich site brings home décor to life

12 NEIMAN MARCUS Department Store 130 Gifted Robust email marketing; fans rave over photo albums

13 SAKS FIFTH AVENUE Department Store 124 Gifted Rich product pages coupled with a newly active Twitter feed bolster IQ



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14 IKEA Home Furnishings 123 Gifted More than 500,000 unique visitors monthly

14 RALPH LAUREN Apparel 123 Gifted Digital legacy is bolstered by brand’s 3.5 million + Facebook fans

Strong customer service and store locators, but a comprehensive video experience would bring
16 CRATE & BARREL Home Furnishings 121 Gifted
it all home

17 BROOKS BROTHERS Apparel 119 Gifted Rewards loyal followers with premium branded content

17 WILLIAMS-SONOMA Home Furnishings 119 Gifted Immersive site, growing mobile footprint, and active email marketing

19 ANTHROPOLOGIE Apparel 118 Gifted Craftily curated content is indigenous to this brand’s beautiful site

19 TIFFANY & CO. Watches & Jewelry 118 Gifted A jewel of a mobile app and smart digital cross promotion

21 RUE LA LA Flash Sale 117 Gifted Android app pays dividends

22 A|X ARMANI EXCHANGE Apparel 116 Gifted Branded content seamlessly integrated into social media provides an everyday getaway

22 BERGDORF GOODMAN Department Store 116 Gifted “Faces of 5F” was a hit, but needs to improve mobile

22 COACH Accessories 116 Gifted Meets standard on every platform, but needs to innovate to return to Genius class

25 BATH & BODY WORKS Beauty & Skincare 115 Gifted Two million Facebook fans, but dated site disappoints

25 DIESEL Apparel 115 Gifted Strong premium content, mobile site, and digital marketing



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27 L'OCCITANE Beauty & Skincare 112 Gifted Provençal charm should extend to mobile

28 BANANA REPUBLIC Apparel 108 Average Admirable foray into F-commerce

28 BARNEYS NEW YORK Department Store 108 Average The Window provides welcome glimpse into the world of Barneys

28 CHICO'S Apparel 108 Average Solid effort, but still in search of a Twitter strategy

31 BEBE Apparel 106 Average VaVaVoom contest was sexy, confident, and cool

31 JUICY COUTURE Apparel 106 Average Static site brings the brand down

33 SHOPBOP E-tailer 104 Average We don’t <3 absence of a mobile experience

34 LULULEMON ATHLETICA Apparel 103 Average Hyperlocal social media strategy works; needs to bring the experience to mobile

34 WEST ELM Home Furnishings 103 Average “Simple products for modern living” and an outdated digital footprint

36 HAUTELOOK Flash Sale 102 Average Average

37 ANN TAYLOR Apparel 101 Average Three Tumblrs and photocentric Twitter handle create tailored social footprint

38 7 FOR ALL MANKIND Apparel 98 Average Twitter followers grew 55 percent in June alone

38 BLUE NILE E-tailer 98 Average Dated site for a child of the medium



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38 J. CREW Apparel 98 Average A digital experience in need of a more colorful social media voice

41 ABERCROMBIE & FITCH Apparel 97 Average Cannot rely on models alone; Twitter reactivation would be fitting

41 LORD & TAYLOR Department Store 97 Average F-commerce is a positive first step for the nation’s oldest department store

43 CARTIER Watches & Jewelry 96 Average Good-looking, but faulty site mechanics

WHITE HOUSE |
44 Apparel 95 Average Uninspired
BLACK MARKET

45 IDEELI Flash Sale 94 Average Flash sale brand should have a mobile site

45 SWAROVSKI Watches & Jewelry 94 Average Social media properties shimmer, but site has lost its sparkle

47 LUSH Beauty & Skincare 92 Average Strong site, but limited mobile presence

47 SWATCH Watches & Jewelry 92 Average Multi-site e-commerce navigation lacks intuition

49 FRENCH CONNECTION Apparel 89 Challenged YouTube channel is trés formidable!

50 TALBOT'S Apparel 87 Challenged Infrequent tweeting weakens IQ

Facebook growth fueled by exclusive offers is a bright spot amid an otherwise unimpressive
51 RESTORATION HARDWARE Home Furnishings 85 Challenged
showing

52 ZALES Watches & Jewelry 83 Challenged Enhancing mobile and YouTube offering would help



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The Poets Club hit a mark, but not enough to compensate for an otherwise static digital
52 RUGBY Apparel 83 Challenged
experience

54 ONE KINGS LANE Flash Sale 82 Challenged Fixer-upper: Curated showcases could use more interactive material

55 THE BODY SHOP Beauty & Skincare 81 Challenged More vocal Twitter handle could provide a stronger voice for cause-marketing efforts

56 COLE HAAN Accessories 79 Challenged Sporadic tweeting and limited social sharing feel manufactured

56 GYMBOREE Apparel 79 Challenged Digital marketing efforts are childlike

58 ETHAN ALLEN Home Furnishings 76 Challenged Small but mighty Facebook page signals potential

58 TUMI Accessories 76 Challenged Mobile is a must-have

60 STUART WEITZMAN Accessories 73 Challenged Product videos won’t stop well-heeled clientele from moving to competitors’ sites

61 INTERMIX Department Store 72 Challenged Beyond Best Dressed…in the wrong direction

61 LUCKY BRAND Apparel 72 Challenged An unfortunate digital presence

63 CLUB MONACO Apparel 61 Feeble Still not e-commerce enabled

64 TOURNEAU Watches & Jewelry 43 Feeble Clock is ticking before getting completely left behind



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KEY F IN D IN G S D I G I TA L IQ D I S T R IB U T I O N

% of Brands per Digital IQ Class

In the Company of Genius
Only three brands , Macy’s, Victoria’s Secret, and Nordstrom ,
GENIUS Macy’s
Digital IQ
Victoria’s Secret
achieved Genius status in this year’s Index. Genius brands bal- >140 Nordstrom
5%
ance digital investments across platforms including strong mo- Sephora Brooks Brothers
bile offerings, integrated social media, and robust e-commerce Urban Outfitters Williams- GIFTED
Threadless.com Sonoma
marketing tactics. These investments pay dividends, as Genius Anthropologie
Bluefly
brands demonstrate greater average time on site by users and Bloomingdales Tiffany & Co.
increased repeat visitors. Gilt Groupe Rue La La

NET-A-PORTER A|X Armani Digital IQ
In this year’s Index, 70 percent of retailers fell within the Gifted Exchange 37%
Pottery Barn
Bergdorf
110-139
or Average categories. In contrast, in the 2010 Index seven Neiman Marcus Goodman
Saks Fifth Coach
brands notched Genius status, but less than half (49 percent) Avenue
Bath & Body
were categorized as Gifted or Average. As this shift indicates, IKEA Works
sophisticated multi-platform presence has become more Ralph Lauren Diesel Banana Blue Nile
Crate & Barrel L’Occitane Republic J. Crew
commonplace, making it increasingly difficult for brands in the
AVERAGE Barneys New Abercrombie &
Specialty Retail sector to utilize digital as a point of competitive York Fitch
Chico’s
differentiation. Lord & Taylor
bebe Cartier
The only Feeble brands, Tourneau and Club Monaco, have yet Juicy Couture White House |
Digital IQ
to embrace e-commerce. 33% Shopbop Black Market
90-109 Lululemon ideeli
Athletica Swarovski
west elm LUSH
A v e rag e T i m e o n s i t e & s i t e v i s i ts HauteLook
On average, Swatch
p e r U S E R by D i g i tal IQ C lass
users spend Ann Taylor
more time on, (N=64) 7 For All
French The Body Shop
and visit more Connection Cole Haan CHALLENGED Mankind
frequently, sites Digital IQ Class
Avg. Time on Site Site Visits per User
Talbot’s Gymboree
with higher (minutes) (visits)
Restoration
Digital IQs Ethan Allen Digital IQ
GENIUS 6:54 9.1 Hardware
Tumi 22%
Zales 70-89
GIFTED 4:48 6.9 Stuart
Rugby Weitzman
One Kings Lane Intermix
AVERAGE 4:36 6.5
Lucky Brand
CHALLENGED 4.30 7.1 FEEBLE Digital IQ Club Monaco
FEEBLE 2:30 3.5 <70 Tourneau
3%
Source: Alexa.



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KEY F IN D IN G S


Macy’s:
Responsive Twitter
handle balances
premium content,
customer service,
and QR marketing
to attract followers

Macy’s:
Engaging and innovative Facebook tabs
make the Macy’s page a social destination
Macy’s:
Apps enable crossplatform
m-commerce while retaining
brand consistency



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KEY F IN D IN G S


Well-Managed Digital Footprint:
Interactive style sheets with curated
e-commerce, slick premium content,
videos, and Facebook sharing

Victoria’s Secret:
F-commerce opportunity
creates a storefront visible to
over 700 million Facebook

Victoria’s Secret:
iPad app provides
the mobile portal for
dynamic branded
content



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KEY F IN D IN G S

The Department Store Strikes Back A v e rag e D i g i tal IQ S cor e by C at e gor y
2010 vs. 2011
The average Digital IQ of the Department Store category
jumped 14 points from 2010, closely trailing that of digitally 170
native E-tailers for the highest Digital IQ. Digital strides mirror
the revitalization in the category as, for the first time in more

Genius
than a decade, Department Stores grew retail market share.4

The Watches & Jewelry and Accessories categories continue 140
to be the worst performers, averaging Digital IQs of 88 and
86, respectively. However, both categories vastly improved as
2011 AVG. IQ

Gifted
brands began making investments in social media. 2011 AVG. IQ
120 119 2010 AVG. IQ

2010 AVG. IQ
112 2011 AVG. IQ
110 2011 AVG. IQ
117 107 105
2011 AVG. IQ

2011 AVG. IQ 103

Average
2010 AVG. IQ
108
105
2010 AVG. IQ 2011 AVG. IQ
90
88
2010 AVG. IQ 2011 AVG. IQ

94 2010 AVG. IQ 96 86
91
Challenged

70
2010 AVG. IQ

69
2010 AVG. IQ
Feeble

56

30

E-tailer Department Home Beauty Flash Sale Apparel Watches Accessories
Store Furnishings & Skincare & Jewelry

4. “Dowdy Department Stores Start Looking Cool Again,” Elizabeth Holmes and Ann Zimmerman,
Wall Street Journal, August 4, 2011.



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KEY F IN D IN G S

T O P F i v e : G R E AT E S T YE A R - O V E R -YE A R G A IN O R LO S S
2010 vs. 2011 Digital IQ Percentile Rank

L’Occitane A|X Armani Exchange
CHALLENGED GIFTED
-32% GENIUS GIFTED

Concentrated investment in engaging social media
programs and premium branded content push
this brand to Gifted.
+28% While still digitally-apt, returning to Genius will require
a heightened focus on digital marketing efforts to
push innovation.

Gilt Groupe Coach
AVERAGE GIFTED -33% GENIUS GIFTED

Consistent incremental investments in mobile
(across devices and platforms) and social media
growth help Flash Sale giant differentiate itself.
+24% Still strong, but air is thin in Genius class.
Maintaining pace means falling behind.

Bloomingdale’s J.Crew
AVERAGE GIFTED -38% GIFTED AVERAGE

Continued focus on delivering a unique mobile
experience bolstered brand’s ranking. +22% Strong e-commerce retailer needs greater cross-channel
innovation to return to Gifted.

Chico’s LUSH
CHALLENGED AVERAGE
-40% AVERAGE AVERAGE

Introduction of a mobile site and growth in Facebook
community helped bring this retailer in line with
its peers.
+19% Still-genius e-commerce site isn’t enough to help brand
retain rank on a balanced digital scorecard.

Brooks Brothers The Body Shop
AVERAGE GIFTED -55% GIFTED CHALLENGED

Fighting across multiple fronts. Launches of mobile
site, app, YouTube channel, Twitter handle, and
blog catapult brand from Average to Gifted.
+19% One of 2010’s social media leaders now posts average
scores across platforms. Has yet to invest in mobile.



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S I T E F E AT U R E A D O P T I O N
KEY F IN D IN G S % of Sites With the Following Tools 2010 vs. 2011
(June 2011)

Social Sites 52%
48%
Adoption of social features such as product sharing, user 44%
reviews, and live chat functionality has increased significantly
since 2010. Although most specialty retailers continue to evolve 37%

Feature Adoption (%)
their site experience, there is still a clear disparity between the 32% 31%
28%
sites of brands classified as Genius and Gifted and those of
lower IQ classes. Specifically, product videos, video shareability, 23%

and Facebook Connect offer opportunities for differentiation.
Sites that featured social sharing for products experienced 3.6 = 2011
percent growth in site traffic, versus 0.3 percent for those that = 2010

have yet to adopt this feature.
0%

Product Tweet Product Like User Reviews Live Chat

I M PA C T O F S I T E F E AT U R E A D O P T I O N
“ Smart brands should be conducting research as to
who are their most profitable customers. Hint: They’re Three-Month Growth for Sites With & Without the Following Features:
not always the ones with the most Facebook friends (July 2011)
or Twitter followers. Take a look at how social sharing is driving
commerce. Almost all brands have social sharing on their websites 3.8%

Site Traffic Growth (%)
3.6%
to drive traffic and commerce, but very few, if any, know exactly how
social sharing is leading to these conversions—and which customers
= SITES WITH
or visitors are driving the most conversion. ” = SITES WITHOUT
—Michael Lazerow | CEO, Buddy Media
1.1%
0.3%
0%

Source: Alexa.

Social Sharing User Reviews



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KEY F IN D IN G S

Email: Alive & Kicking
Although the time consumers spent on email in general W e e k ly Ema i l F r e q u e n c y by C at e gor y
declined nine percent year-over-year,5 every category with the
2010 vs. 2011
exceptions of Watches & Jewelry and Apparel increased its
frequency of weekly emails, suggesting that the medium is still
one of the strongest call-to-action marketing tactics. As was the
Flash Sale 8.0
case last year, Flash Sales, Department Stores, and E-tailers
7.6
register the highest email frequency, respectively, possibly as a
result of their high inventory turnover rates. = 2011
Department 5.3
Store = 2010
4.5

4.8
E-tailer
3.1

Home 3.1
Furnishings 2.1

2.2
Apparel
2.7

Beauty & 2.1
Skincare 1.7

0.9
Accessories
0.7

Watches & 0.7
Jewelry 1.0

0 1 2 3 4 5 6 7 8

5. “Email Evolution: Web-based Email Shows Signs of Decline While Mobile Email Usage on the Rise,”
comScore, January 20, 2011.



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KEY F IN D IN G S R E F E R R A L & D E S T IN AT I O N S I T E S F O R S PE C I A LT Y R E TA I L S I T E S
Upstream and Downstream Traffic to and from Facebook, Competitor,
E-Commerce, & Sister Sites

Here Comes Everyone (June 2011)

Apart from search engines, Facebook is the leading source of Upstream Traffic Downstream Traffic
To Brand Site From Brand Site
both upstream and downstream traffic to and from nearly every
retailer’s site.6 In our study, Facebook accounted for a whop-
ping 41 percent of upstream traffic to Threadless.com. 100% 98%
95%
Competitor and sister sites had a nearly identical share of
= FACEBOOK
upstream and downstream traffic. Third-party e-commerce sites
= COMPETITOR SITE
accounted for a larger percentage of downstream traffic than
= THIRD-PARTY
upstream, suggesting that shoppers often find products on 80% E-COMMERCE SITE

brand sites and go elsewhere to compare prices. = SISTER SITE

60% 59% 58% 59%

50%

40%

“ We are in the midst of a massive shift online from a
search and intent-based world to a social, people-
based world. The last three years were about the
consumer side of social platforms, as we watched Facebook, Zynga 23% 23%
and Twitter grow exponentially. The next three years will be about the 20%
enterprise side of social, and how companies engage and grow their 14%
businesses by tapping into these massive platforms. ” 11%
6% 7%
3% 4% 3%
2%
0%

% of Brands % of Upstream Traffic % of Brands % of Downstream Traffic
for whom the following to brand sites for whom the following from brand sites
are a top eight source originating from the are a top eight source to the following
of upstream traffic following sources of downstream traffic destinations



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KEY F IN D IN G S

Size vs. Engagement
Our data indicates that Facebook interaction rates were nega- FA C EB O O K C ommu n i t y s i z e v s . e n gag e m e n t rat e s
tively correlated with the size of a brand’s Facebook page, Facebook ‘Likes,’ Excluding Brands With < 2000 Fans
suggesting that retailers have yet to identify how to maintain an (N=63; July 2011)
engaged—and growing—Facebook community.

Smaller pages typically attain higher interaction rates, but only FAMILIES TRIBES
to a point. Among the 64 brands in this study, engagement
declined sharply for those above a threshold of 50,000 fans.
However, there appears to be an emerging benchmark among
mature Facebook pages, as on average 0.07 percent of the KEY:
community responded to brand posts (by “liking”). No brand = BRANDS with the besT chance
of BUILDING “TRIBES” ON
with more than 400,000 likes was able to maintain an interac- FACEBOOK
tion rate above 0.16 percent. by Increasing Fan Base, Engagement,
or Both

A|X Armani Exchange and Tiffany & Co. are best positioned to
reach the sweet-spot between scale and interaction.

Tiffany & Co.
A V Er A G E ‘ L IKE ’ i n t e ract i o n rat e
By Fan Page Size A|X Armani Exchange

(June-July 2011)

Fan Page Size:
LEVEL OF ENGAGEMENT

50k–100k
0.07%

Fan Page Size: Fan Page Size:
0.32% <20k 100k–500k
0.08%

Fan Page Size:
500k–1MM
0.07%
COHORTS CROWDS
0.26% Fan Page Size:
Fan Page Size:
20k–50k SIZE OF COMMUNITY
1MM+
0.07%
Note: Horizontal axis (Size of Community) is graphed on a logarithmic scale.



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KEY F IN D IN G S

Facebook: Product-Centric
Examination of retailers’ Facebook walls reveals that fans are A v e rag e ‘ L i k e s ’ : IN T E R A C T I O N R AT E BY P O S T T YPE
most receptive to product-related messaging. Brands’ Face-
(July 2011)
book posts that highlight and/or promote products garnered
the highest interaction rate among fans at 0.14 percent, com-
pared to 0.09 percent for contests, 0.08 percent for sales, or
0.06 percent for style commentary and advice.
Product Hi gh l ig hts

0.14%
While contests, giveaways and promotions are good tactics to
acquire fans, they don’t appear to generate consistent engage-
ment or stickiness on Facebook walls.

CONTEST
NOTI FICATION

0.09%
P R & B R AND INF O

0.08%
G e n era L C O M MENT

0.13%
S TYL E TIP S & Eve nt

0.13%
A DVI C E

0.06%

S A LE O R
P R O M O TI ON

0.08%


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KEY F IN D IN G S

to p 1 0 B R A N D S : FA C EB O O K L IK e s to p 1 0 FA S T E S T- gro w i n g fac e b oo k PA G E S
(July 2011) (June-July 2011)
14,456,049

Victoria’s
Ethan Allen 83%
Secret

Abercrombie
5,069,672 Zales 41%
& Fitch

Cole Haan
Ralph Lauren 3,444,327 38%

7 For All 28%
Coach 2,129,084
Mankind

Bath & Body
2,056,996 Rue La La 22%
Works

One Kings
Macy’s 1,956,104 Lane 21%

Sephora 1,576,609 L’Occitane 21%

bebe 1,430,262 Ann Taylor 18%

1,296,675 Bergdorf
Swarovski 16%
Goodman

Juicy Williams-
1,142,014 16%
Couture Sonoma

0 20% 40% 60% 80%
on

on

on

on
0

on
illi

illi

illi

illi

illi
m

m

m

m

m
1

2

3

4

5



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KEY F IN D IN G S

F - C omm e rc e S o p h i st i cat i o n
F-Commerce: The Next, Next Thing
% of Brands Employing the Following Tools on Facebook:
In the 2010 Index we reported that Brooks Brothers, Victoria’s (July 2011)
Secret, and Coach were experimenting with selling merchandise
directly off their Facebook walls. The path to innovation is not
always linear: Brooks Brothers and Coach have since pulled Full F-Commerce
their F-commerce platforms, while Victoria’s Secret has limited 8% (Primarily Gift Cards)
Facebook checkout to gift cards only.

At the time of data collection, with the exception of Sephora
F-Commerce,
(which allows checkout on Facebook for both gift cards and 6% No Checkout
selected gift products) all other F-commerce offerings were
limited to gift cards. Bath & Body Works, Lord & Taylor, and
The Body Shop all boast gift card apps similar to that of Victo-

FACEBOOK COMMERCE SOPHISTICATION
Facebook Page
ria’s Secret. Banana Republic, Barneys, Bluefly, and Thread- 13% As Interactive
Product Catalog
less provide an F-commerce experience that offers everything
but checkout through the Facebook page. After data collec-
tion ended, Gilt Groupe and 7 For All Mankind developed full
F-commerce storefronts, further demonstrating the dynamism
within this space.

Thirteen percent of brands are on the cusp of breaking into
F-commerce, offering heavily curated product catalogs with Product Links
59%
live links to product pages on their e-commerce site. Fifty-nine
percent of brands have links to their e-commerce sites on their
walls, photos, or tabs. Surprisingly, 14 percent of brands still lack
an e-commerce redirect from their Facebook pages.

Additionally, we found a relationship between a brand’s up-
stream traffic from Facebook and the sophistication of its
F-commerce offering.
14% No Product Links



Specialty Retail
CONTACT US

KEY F IN D IN G S I n n ovat i v e b ra n ds ar e e x t e n d i n g t h e i r stor e fro n ts
to Fac e b oo k :

“ Industry research shows that a majority of consumers
today are not on Facebook to shop. It’s important for
brands to think about bringing social to their online
store (where 100% people are going to shop) in addition to bringing
their online store to social (where only a small percentage are going
implicitly to shop). ”

F-Commerce,
No Checkout
A v G . % of U p str e am s i t e traff i c F-Commerce
from Fac e b oo k
% o f Tr a f f i c t o B r a n d S i t e s v i a F - C o m m e r c e
(July 2011)

Upstream
to Brand Site
Product Links

14%
Full F-Commerce
(Primarily Gift Cards)
F-COMMERCE SOPHISTICATION

16%
F-Commerce, No Checkout

15%
Facebook Page As
Interactive Product Catalogue

13%
Product Links

Facebook As Interactive
9%
Product Catalog
No Product Links


L2: Specialty retail digital q2 2011

L2: Specialty retail digital q2 2011

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L2: Specialty retail digital q2 2011