That means that of the retailers surveyed in a survey by the e-tailing Group and PowerReviews in August and September of this year, Facebook will have almost 100% brand penetration, as reported by eMarketer.

Other interesting insights  from the survey:

• More than 1/2 of retailers surveyed use 5 of 10 of the Social Marketing tools they included in the survey
• Top tools used by retailers includes: Facebook, Twitter, Reviews, Blogs & Viral Videos – all of which are over 50% usage amongst those surveyed

The sentiment measured in the survey indicated what we encounter almost weekly with potential clients – marketers are still scared of Social Media. Scared to give up control of their brand, scared about how the conversations can take a mind or path of their own, and worried that they lack the skills internally to fully understand how Social Media best works within their brand framework.

Pushing those fears aside, the resounding sentiment that they note rings true: Using social media might be scary, but avoiding it is becoming less (and less and less and less) of an option.

Ways to move beyond those fears?

• Conduct a Social Media "Audit" - hire an agency like Affinitive (naturally!) who specializes in the space to look at who/what/where is currently talking about your brand – listening and identifying where to enter the conversation is the first step
• Step away from your interns – Managing a Facebook page is no longer the work of an intern (if it ever was, gasp!), time to put some real strategy behind it
• They’re gonna talk no matter what - remember that just like the gossiping girls in your high school, no matter what you do, people are going to talk about you. Best to be there to join the conversation, curb any inaccuracies, and develop a relationship with them that is full of trust, transparency, and ultimately – value
• If the platform fails, so what? - There’s a possibility Twitter, Facebook & YouTube could be obsolete in a couple of years. Not looking likely, but always possible (Friendster, what?) but so what… if your presence in that platform becomes no longer necessary, the same applies to everyone else. Crafting an exit strategy is easy. Better to exit when it’s time to than to sit on the sidelines and watch your competitors take home a pile of innovation awards and the loyalty of your target audience.

As we’ve mentioned, it’s a land grab. The time to act is now.

Hmmm…What does this mean? I’m interpreting it as they are trying to help coach small business owners to utilize their technology in the best way to provide an optimum consumer experience for their customers yielding maximum profitability and hopefully, if they’re lucky, an increase in consumer retention.

While I appreciate Microsoft’s entrepreneurial economic resurgence desire, I am not convinced that this 20,000 square foot facility located conveniently (ahem) in Redmond, Washington at Microsoft’s HQ was the way to really reach out to the American people.

You would think that during these “challenging economic times” people would be shutting down stores not opening them, and I can’t help but be pessimistic about the self-promotional nature of this endeavor.  While many services that are provided to help people are certainly self gratuitous in some shape or form, it seems like Microsoft could have taken the show on the road, setting up a moving exhibit showcasing their services in multiple markets that would have reached a much larger (and much more representative) demographic.

If the show wasn’t made for the road and if the objective really is to help their average consumer, creating a “store experience” that would best help people “cut costs, create efficiencies, streamline operations, and drive customer loyalty through connected experiences” shouldn’t they have setup shop somewhere on 5th Avenue here in the NYC, in the Mall of America, Union Square in San Francisco, Phipps Plaza in Atlanta, Tyson’s Corner in Virgina, or perhaps in the Grove in Los Angeles, all prominent (and highly trafficked) consumer retail markets?

Instead of taking their “showcase of new and emerging technologies” to the average consumer, they are keeping it homeward, which seems to clearly decrease the reach and magnitude of this endeavor.

How much of an impact that this “Retail Experience Center” has on Microsoft’s image, sales, and how helpful it is for the average consumer within this target demographic remains to be seen.

One thing that resonates with me from Microsoft’s press release is how important consumer loyalty is.

I’m not certain what Microsoft’s tactics are for addressing that need, but I hope to make it over to the National Retail Federation 98th Annual Convention and Expo here in NYC where Microsoft says it will be showcasing this center at booth no. 637, so I can find out.

What are the best ways to utilize technology to hang on to your consumers while concurrently generating new ones?

Now this is the million (multi-million?) dollar question, one that I constantly work to address as I build relevant CRM tactics, programs, and initiatives for many of my clients that integrate with their overall CRM strategy.  Obviously there is no clear-cut answer, but there is a resounding theme that echos through: you absolutely have to talk to your consumers.

(Photo courtesy of Microsoft)