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Social network integration

Give social touchpoints a place in the ordering journey.

Bring the audience, message, and customer moment together before adding a social touchpoint to the ordering journey.

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Let channel policies, customer permissions, and the ordering experience guide each social touchpoint.

Person using a phone beside a laptop with social notification icons

A deliberate connection

Move from a channel idea to a useful customer moment.

Social networks can support discovery and conversation around an ordering experience. The important work is agreeing on the audience, use case, and information that should be visible.

  1. 01

    Choose the moment

    Decide where a social touchpoint belongs in the customer journey before introducing it.

  2. 02

    Clarify the audience

    Define the audience and message with the team responsible for the campaign and customer data.

  3. 03

    Keep sharing intentional

    Make any customer-facing sharing option understandable in its context and review the surrounding experience.

Customer context

Keep the order experience at the center.

Social channels can help people discover a brand before they order. Design a clear path from the message to the order, then decide which audience, channel, and permissions apply.

  • What does the customer need to understand at this step?
  • Which audience and data choices require review?
  • Which channel behavior is appropriate for the chosen setup?

Plan social touchpoints around the customer experience.

Bring the audience, channel context, and ordering journey into the same conversation.

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