[View the story "Twitter Recap: The 2013 \"What's Next\" e-Commerce Summit" on Storify ]Twitter Recap: The 2013 "What's Next" e-Commerce Summit On February 1st, MITX hosted the second annual "What's Next" e-Commerce Summit, exploring today's customer journey. These are the tweets and the hottest topics of conversation from the event. Storified by MITX · Mon, Feb 04 2013 12:06:56
Congrats to @MITX on an excellent conference today. It rocks to be a part of the Boston #ecommerce community! #MITXECSAshley Serotta
Thrilled to be @MSNewEngland for @MITX E-Commerce Summit. Kendall Square is hard at work on this beautiful Friday morning. #MITXECSFashion Project
For personalized ecommerce, getting customers on the phone radically increases conversion rate and AOV. #MITXECSSteve Haase
This panel makes me smile. No matter how far we go with technology, people will always want that human connection. #knowliketrust #MITXECSTrish Fontanilla
Awesome collection of #boston #ecommerce companies delivering custom products. #innovators #mitxecs http://pic.twitter.com/NodbssnIDebi Kleiman
Give your customers the right words. @krianbalma says "Created vs. Bought @Gemvara" has different brand impacts. #MITXECS #marketingDave Wieneke
Gemvara creates a custom Pinterest board for potential customers based on the phone conversation they have with them. #MITXECSSteve Haase
How to encourage customers to share their buying experience with their social networks? "Include little surprises." Bow & Drape #MITXECSSteve Haase
Great #entrepreneurs are able to identify a problem or friction point and solve for it in unique way. #MITXECSDebi Kleiman
#content + #community + #commerce = the power combo. #MITXECSjaimereynolds
Our closing panel of Boston's hottest upstarts and start ups. #MITXECSMITX
From One of the best panelist and moderator today"If you do stuff the standard way you'll get standard results" @briankalma #mitxecsSandrine Mangia Park
Panel LtoR, Scott from @sapientnitro, Mike from @ruelala, Matthew from @tripadvisor, Mark from @sapientnitro. #MITXECS http://twitpic.com/c020n8Trish Fontanilla
It's really easy to get caught up in the technology, but @michaelputnam suggest starting with the customer's needs. #MITXECSJim Dufresne
.@Matt_Maloney of @TripAdvisor, they have a hybrid app (flexibility vs exp).They're looking to make as close to native as possible. #MITXECSTrish Fontanilla
@RueLaLa spends their marketing $$ to create the best UX and facilitate social sharing... Customer marketing/sales force? Smart! MITXECSDan MacLeod
Advice from RueLaLa -- Do less, but better. Words to live by #MITXECSSue Burton Kirdahy
Best line from @mitx #mitxecs "spend it ($) on the customer experience" - Steve Davis, Rue La LaDoug Levy
Steve Davis talking about @Ruelala's Concierge team: #Custserv is typically reactionary. A great concierge anticipates your needs. #MITXECSTrish Fontanilla
Retail store innovation is key in #omnichannel. Ex: buy online and pick up in store needs greater inventory control #mitxecs @staplesOne Pica
Staples EC Leadership #MITXECS at EC summit. Tom House, Prat Vemaba, Kavita Baball, Janet Kieran http://pic.twitter.com/UdFFAbmzIke Keltz
"A challenge for us in 2013 is not only finding and hiring more people, but finding the RIGHT people." - T. House #MITXECSStaples Careers US
Tom House,Dir #eCommerce Innovation @Staples,says he motivates his team by actually giving them time to innovate. Walkin the walk! #MITXECSTrish Fontanilla
Go big or go home! Love how aggressive @Staples is with it's #eCommerce biz! #MITXECS http://pic.twitter.com/PmoBQmw9Joe
Thanks @StaplesCareers for sponsoring today's event! #MITXECS http://instagr.am/p/VMJqOixfck/jaimereynolds
"People are 44% more likely to purchase online when exposed to retail tweets" per @compete #mitxecs #somanygreatstats #blueportdotcomBlueport Commerce
"if you're a new brand, it's hard to fight through the clutter, make sure to get social in order to make an impact!" @MITX #MITXECSHarry Schechter
Use social to promote the consumer not the brand. #MITXECSSteve Haase
.@edialog Andrea on email innovation - model of last attribution needs to be refined; email doesn't jive with mobile #mitxecsLora Kratchounova
Av customer journey has 4 (mkt) touches in it. 50% of conversions have a multi touch experience. What's your formula? #mitxecs #edialogOne Pica
Marketers that claim "metrics-driven results" and measure entirely based on last-click attribution should be the most doubted #MITXECSDan MacLeod
.@Moontoast CEO Blair Heavey taking about social roi w/rich media apps #MITXECS http://pic.twitter.com/SffjmeJeLora Kratchounova
.@moontoast sharing @lexus using rich social ads in the newsfeed to drive engagement - 100K views in 10 mins #mitxecs http://pic.twitter.com/FvqHFZ8fLora Kratchounova
SO and MO as a middle of the funnel engagement tool where you can track behavior and assess ROI #MITXECSBlueport Commerce
Grt @criteo quote on last click metrics. "View through is the tooth fairy. It may exist but attribution is probably wrong." #mitxecsScott Lyon
An attribution model doesn't spit up answers, it is a guidepost via @accelerationpar #mitxecsLora Kratchounova
4 ways to measure social: awareness, engagement, consideration and conversion #mitxecsMelissa
Mobile in retail is reviews, pricing, local inventory search. Tablet is couch shopping. How does your site address these behaviors? #mitxecsOne Pica
Great job by @demandware @garylombardo and Keith at the retailnet group - here's their tablet roadmap #MITXECS http://pic.twitter.com/gQ3WmhhQLora Kratchounova
Product discovery is the top use case for brand tablet strategy. (85% of specialty retailers adopting) #MITXECSSteve Haase
.@Demandware 's key #tablet takeaways. #mitxecs http://instagr.am/p/VMlCnwxfUT/jaimereynolds
Omni channel shoppers spend 71% more than single channel consumers. #mitxecs @thePrimacy #thePrimacyJeff Johnson
We no longer go online, we are online. @akamai #mitxecs #tablet #mobileChris Langway
Dang, Akamai's powering commerce #MITXECS http://pic.twitter.com/ulx72NBGAngela Diaco
Customer journey elements all seem to tie to company culture #crm #service #product #mitxecs http://pic.twitter.com/0tcIpxcYBen Eld
Over 20% of @vistaprint's revenue goes back to fuel their marketing channels #MITXECSJim Dufresne
Don LeBlanc, CMO of vistaprint, sharing their customer experience story. #mitxecs http://instagr.am/p/VMqr_MxfaJ/jaimereynolds
Loving this @vistaprint presentation - becoming "the personalized custom products for microbusinesses." #mitxecs #ecommerce #blueportdotcomBlueport Commerce
'Get the customer experience right and the direct marketing will be more responsive' Don LeBlanc of @vistaprint #mitxecsBen Eld
customer service: anticipate the need, do not just be reactionary, be proactive! #MITXECSDiane-Temp@lert
"It's easy to do beautiful stuff that doesn't sell. Our challenge now is to do beautiful stuff that does sell." @vistaprint #MITXECSSteve Haase
Marketing is like oil-drilling - you may start w/ SEO but then you have to add other ingredients to the mix via Nancy Go @wayfair #mitxecsLora Kratchounova
@wayfair says only ~20% of their code base powers stuff public facing the rest is running infrastructure & logistics behind buy btn #mitxecsJim Dufresne
future innovation for @wayfair: How to get closer to engaging all senses in online shopping. #mitxecsDebi Kleiman
"Unless you take a thoughtful approach to the proliferation of devices, you will lose data customers" @Wayfair #omnichannel #mitxecsOptaros
Marketing @wayfair split b/n acquisition and retention - LTV is a key metric for managing both teams #mitxecsLora Kratchounova
Half of marketing team @wayfair takes intro to SQL class so they can crunch their own data. Data matters #mitxecs Amen!Adriana Ganos
Mike O'hara from @wayfair says m-dot is not the way to go anymore. Adaptive design is the future. Half the maintenance. #MITXECSJim Dufresne
#Bigdata = big volume, big velocity and big variety. For #ecommerce, can inform a truly tailored experience. #mitxecsDebi Kleiman
Reebok Pump high-tops, coming in 2014… MT @ilikeikeshow: #mitxecs Greg @Selkoe’s footwear choice. Wicked cool! http://pic.twitter.com/ftRpxCTnScott Kirsner
Listening to CEO of Karmaloop Greg @Selkoe speak at #MITXECS. "As CEO today, I work as hard as the day I started the company."RAFFONI Consulting
.@selkoe says he doesn't hire experts anymore re: site content. They don't know his audience, the way his team does. #MITXECSTrish Fontanilla
I like to do things against the grain like a fashion company In #Boston. It makes us unique, gives access to young talent. @Selkoe #MITXECSDebi Kleiman
Great listening to your story @Selkoe, @Karmaloop has a new customer and you got a new fan for #ff #mitxecsGriffin LaFleur
.@selkoe wearing sneakers from the future yet created in the past. That messes with your head right? #mitxecsDebi Kleiman
DId you hear that? @davidoksman says #mobile traffic to @LifeIsGood is up 40% and that PC traffic is off. #MITXecsDave Wieneke
@kaspersky added online customer chat in 2012 & drove 6 million in incremental sales. Real people: Still better than robots. #mitxecsScott Regan
Julie Toman of @Kaspersky, people still want to engage with an online sales agent AND a person on the phone. #MITXECSTrish Fontanilla
Six thinking hats of Edward DeBono drives aligned ideation at Life Is Good. Great way to reduce early criticism #MITXECSSue Burton Kirdahy
#mitxecs online sales is the #1 channel for growth. #eCommerce unites marketing and sales. Sharing the vision @lifeisgood @kasperskyOptaros
Try it, test it and test it again, that is our best ecommerce tool. #rosssimons #mitxecsOne Pica
#mitxecs Lessons from Leaders panel discussion. Steve Davis, Joan Davis, Charlie White, and moderator Cory Munchbach http://pic.twitter.com/NBdZeB61Ike Keltz
The most critical metric for @ruelala is net promoter score, for @rosssimons it's conversion rate #mitxecsOne Pica
#mitxecs keys skills for future ECommerce leaders include Analytics, merchandising metrics, emotional marketing, Innovation, & in right Co.Ike Keltz
Careers in #eCommerce?? Yes! We're hiring http://optaros.com/jobs #mitxecs #boston #austin http://pic.twitter.com/YGQxlnd6Optaros
People and Partners Based on what I heard & who I met at #MITXECS, Massachusetts has some brilliant e-comm entrepreneurs from every generation.Andy Maddocks
Part of the team enjoying #MITXECS (learning & sharing = we love it!) http://instagr.am/p/VMzrSLnLoT/Daily Grommet
Mmmm…some delicious Staples-sponsored cupcakes at #MITXECS. Just what I need right now. http://pic.twitter.com/TNCvifW7Scott Kirsner
Howdy partner! #mitxecs #proudpartner http://pic.twitter.com/wpTOExJPOptaros
#mitxecsAliza Aylward
Stop by & say hi to our eCommerce team at @MITX today http://twitpic.com/c00w6e. Can’t go? Get the inside scoop from our live feed. #MITXECSStaples Careers US
Beautiful day in Cambridge at the mitx ecommerce summit. #mitxecs cc pixelmedia http://instagr.am/p/VMdomDEOiF/Jim Dufresne
With the @Demandware crew @MITX #MITXECS http://pic.twitter.com/WyKNvRPEVinod
. @MITX #MITXECS is AWESOME SAUCE! cc @drkleimanJoe
On February 1st, MITX hosted the second annual "What's Next" e-Commerce Summit, exploring today's customer journey. These are the tweets and the hottest topics of conversation from the event:
