COM0014 – Blog #4: B2C Case Study

COM0014 – Blog #4: B2C Case Study

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Reitmans Canada is a clothing store for women that carries professional wear, casual wear, work out clothing, pyjamas, outdoor wear and accessories!  They also carry a wide range of sizes. They are very active on several different social media platforms and engage their customers at a very high level. 

Reitmans Social Media Usage

Reitmans is on Facebook, Instagram, Twitter, Pinterest, and YouTube. However, they are most active and engaged on Facebook and Instagram, which is no surprise given those two platforms tend to be best for pictures, short videos, and they offer item pricing features to businesses when they post photos of their products. All these social media features are especially important in the clothing industry.  Reitmans tends to use social media to promote sales, feature new items, host contests, and show real people wearing their clothing.

The quality of their interactions is quite remarkable. I notice that Reitmans posts very frequently and they reply to almost every comment on their posts. They offer assistance, tell people where and how to buy the products they are interested in, answer questions, and even reply with heartfelt comments when people post pictures of themselves in the Reitmans clothes.  

Social Media Success!

I believe that Reitmans is having quite a bit of success on their social media because there is always someone there talking to their customers, interacting and engaging. No questions are being left unanswered. One of my favourite things about their social media is that they use pictures of their products from real people in real life. Reitmans even has a contest where people submit their own photos to be used as “features”. I think this is really smart and helps humanize the brand. 

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Additionally, I noticed that Reitmans has some negative tweets come their way from upset customers. I believe the way they handled these tweets is one of the reasons they are so successful on social media – they replied to the person in public and dealt with the issue privately. Every complaint had a reply asking the poster to private message Reitmans to discuss it further, this is great because it shows they care, but minimizes the possibility of the complaint getting blown up.    

I think overall Reitmans has an overall success in social media. Do you agree? If not, what business do you think does social media best? Tell me more in the comments below! 

Sources:

Reitmans. (n.d). No Title. [Facebook Page]. Retrieved from: https://www.facebook.com/reitmans

Reitmans. (2016, April 11). No Title. [Facebook Profile Picture]. Retrieved from: https://www.facebook.com/reitmans

Reitmans. (n.d). No Title. [Instagram Page]. Retrieved from: https://www.instagram.com/reitmans/

Reitmans. (n.d). No Title. [Pinterest Page]. Retrieved from: https://www.pinterest.ca/reitmans/_shop/

Reitmans. (n.d). No Title. [Twitter Page]. Retrieved from: https://twitter.com/Reitmans

Reitmans. (n.d). No Title. [Website]. Retrieved from: https://www.reitmans.com

Reitmans. (n.d). No Title. [YouTube Channel]. Retrieved from: https://www.youtube.com/user/ReitmansTV/featured

Social Media and Thrifting

Social Media and Thrifting

            Yes I am a true Thrift Shopper. Long before “thrifting” was in fashion, I was a struggling student needing to pay tuition, eat and buy trendy but warm clothing with pennies. Thrift stores were small, cluttered and smelly. However, in recent years selling vintage clothing and accessories grew from a few sellers on Kijii to a full-blown retail business on Instagram. Suddenly, customers went from never admitting when asked “where did you get that great sweater?” that it was from a thrift store, to boasting about the find they found and how little they paid.

            Thrift stores are now on Facebook, Instagram and blogs. Marketing how buying gently used items saves money and is environmentally conscious. Consistent digital marketing is the expectation and the only way to keep customers engaged. Offering online coupons, discounts and VIP advertising for upcoming sales is becoming the best way to drive customers to the brick and mortar locations. Unlike other retail stores that can close their actual store locations and still sell on line, thrift stores must have a building in order to receive and sell the donations.

            The customer expectation is changing as well. Small, cluttered and smelly stores are being replaced with bright, well organized, visually appealing displays with elevator music and no smell. In the thrift industry, “pickers” are becoming regular customers. They come daily, early as soon as the store opens to find the best items. They will do online searches to make sure the price is low enough and some will even call clients to make a sale before they buy the item.

 

The influence of social media in the retail world is becoming more and more prevalent with each passing year, and customers are now demanding a more interactive shopping experience. Gone are the days of the shabby secondhand store, thrifters now want a polished and modern layout. Without really realizing it, thrift stores find themselves at the cutting edge of a new trend that says “thrifting is in.”  Suddenly “branding” matters and thrift stores have a responsibility to create a marketable image that translates both online and in real life. This is a big ask for an industry that has existed almost as long as retail itself and one that hasn’t changed much in that time. 

Slowly but surely the thrift experience is adjusting to match the rest of the retail market and stories like the link below are a good signal of things to come.

Even celebrities are buying second hand