What has been the reaction? People love it. They eat it up. Zappos.com has some of the most avid corporate groupies in the social media space. So I paid close attention when Tony Hsieh, founder and CEO of Zappos, was recently asked the question, “Other than Twitter, what are you currently doing from a social media perspective?”

His answer sounded disappointed, almost offended. “I don’t like the term ‘social media.’” To Tony, his company’s Twitter account is a reflection of the company culture. He never had to force it. He didn’t consider the ROI and pronounce the program “worthy of investment.” It was just something that made sense. Zappos was the type of company that had a Twitter-type relationship with its customers.

This point received further clarification in his response to the follow up question about company guidelines and policies around Twitter.

“Be real. Use your best judgment.”

Tony doesn’t try to mandate some form of corporate PR quality control, he just lets the employees be themselves. He hires the right people for his company and he lets them be themselves.

How novel.

And how frightening.

But if we’re going to keep moving forward as marketers in the present age, we’re going to have to learn to be comfortable around novel things. And we’re going to have to get used to being frightened.

At least we can take solace in the fact that our most valuable social tool (and Tony agrees with this 100%) is still the good, old-fashioned telephone.

Key findings include:
- The affluent purchase path is showing definitive signs of shortening, with 88 percent of total purchases occurring within three clicks in 2010. This reflects a 17 percent increase in “short-term” conversions versus 2009.

- Affluent shoppers continued searching online for luxury products throughout the economic downturn, but are displaying significantly increased interest in luxury brands versus a year ago. Customers seeking luxury products more fervently was evidenced with an increase of 20 million search impressions for the brands studied. (Nov. 2009-April 2010 versus Nov. 2008-April 2009)

- Customers are spending more per transaction on luxury goods than a year ago. The most recent holiday season showed average order values growing about $20 per order, or six percent. (Nov.-Dec. 2008 over Nov.-Dec. 2009) And the total number of orders for the 2009 holiday season increased almost 25 percent, with revenue for luxury retailers’ sites increasing 32 percent during this timeframe.

The whitepaper also detailed key findings for specific luxury verticals, including fashion, multi-category and beauty, as well as providing luxury retailers with the “New Rules for Luxury Retailers” in the form of key strategies to employ in 2011 and 2012.

“During the economic downturn, many industry ‘experts’ declared that luxury shoppers would never again be willing to by fully priced luxury goods or that ‘luxury was dead.’ Well, we are happy to report that neither of those predictions proved accurate,” said Vic Drabicky, Director of International and Vertical Market Development for Range Online Media. “While the economic recovery is not even close to complete, this research signals that affluent and aspirational consumers are already shifting their behavior in favor of the luxury brands they’ve coveted during the downturn. They are seeking and purchasing more luxury goods, and in a shorter timeframe from first click to purchase than they were during the height of the economic downturn.”

The study analyzed data from 424 luxury retail brands marketed within the company’s client base. Included in the analysis were the metrics of impressions, clicks, click through rate, CPC, cost, revenue, orders, conversion rates and average order value for November 2008 through April 2010. The Luxe Groupe also examined key economic indicators, such as the Dow Jones Industrial Average, in conjunction with this luxury client data. The client names and data specific to individual brands were not released due to proprietary and contractual limitations.

Please download the entire whitepaper, and read our findings about economic indicators for the luxury retail marketplace.

This isn’t to say that luxury didn’t go through a bit of a rough time, just look at the financial statements for Saks, Neimans, LVMH, or many other luxury brands of the past year, but not one of those companies died nor did they go back and completely reinvent the wheel. Instead, luxury did exactly what every good brand does when times change: they adapted. They cut back on excess inventory, they refined their product offering to focus on items core to their brand and they continued to focus on the customer. Not every brand was as successful as others, but in just the past month, Hermes reported an 8.5% rise in sales year over year (09 v. 08), Burberry share prices have increased faster than any member of the 13-member Bloomberg European Fashion Index (up 29% in the past 6 months) and even Saks, who many thought was on its deathbed, trimmed its 4th quarter losses and is planning to “go on the offensive” in 2010.

I’m not saying that everything is fine and dandy – we still have a lot of progress we need to make before we fully pull out of this recession – but if I start to see the same analysts releasing “Nothing Can Stop Luxury Growth!” articles, I will be forced to treat them the same way I treat Glenn Beck (which something like a cross between completely ignoring him and a running a full out campaign against his entire existence).

On Saturday, June 13, 2009 at 12:01am EST, Facebook launched custom usernames and vanity URLs. That means that you could log into Facebook, head over here and grab a username, which would in turn give your account a custom URL. For example, maybe your account URL is http://www.facebook.com/people/Bob-Smith/1795806534. That URL is a little tough to remember. And if you are a person who likes to give out or market your profile URL, that URL is downright inconvenient. That is why Facebook launched its custom username program. If Bob Smith goes to facebook.com/username, he can choose a much more concise URL, such as facebook.com/bobsmith or facebook.com/bsmith.

On June 13th, social mediaphiles worldwide waited patiently for the exact moment the Facebook username program launched. Mashable reported that Facebook users created 200,000 custom usernames in the first 3 minutes of the program. It’s on a first come, first serve basis, so you’ve got to act fast. Most common names are already gone. Much like the land rush for dot com domains, this was very much a land rush for usernames. But there is also another side to this story, and it’s all about branding.

You may not know this, but Facebook Profiles and Facebook Pages are very different. People tend to have Profiles. Brands tend to have Pages. Profiles have friends. Pages have fans. If your brand (Brand X) has a Facebook Page, it makes perfect sense to claim the URL facebook.com/brandx. That URL is very easy to market. It’s great for branding, paid search ads, SEO, etc… It sounds glorious, doesn’t it? But do not get too excited yet.

It turns out that Facebook set up eligibility requirements for custom usernames for Facebook Pages. Initially, the requirements were:

• Page must have been active as of June 9, 2009 at 3:00pm EST
• Page must have had 1,000 fans as of May 31, 2009

These requirements were set up to deter would-be username squatters. And it worked pretty well, too. However, I did see a ton of brands scrambling to reach the 1,000 fans mark. On a side note, I saw a couple of posts on Craiglist, asking if any savvy social marketer out there could drive 1,000 targeted fans for a Facebook Page. Gotta love Craigslist, right? Furthermore, if you met those 2 requirements, your username had to be at least 5 characters, and you could not sign up for generic keywords such as pizza, flowers or magazines. Again, this was a way to deter username squatters.

Here’s the part where you can get excited. On June 28th, Facebook reduced the requirements for custom usernames for Facebook Pages. As of last Sunday, the new requirements are:

• Page could have been created anytime
• Page must have at least 100 fans

100 fans? That’s very doable. Even if you are a small brand, you can manage this. Simply go to the Facebook sign up page and choose the type of Page you want to create. Then invite your employees, colleagues, friends and family members to be fans of your brand’s Facebook Page. Once you get to 100 fans, go here and choose your custom username.Facebook just made it very easy to promote your brand. Now go do it!

Whether he approves of it or not, I think Paolo Nutini’s “New Shoes” (the song from which I stole the title of this article), should be retail’s theme song right now. For the past 9 months, we have had nothing but bad news, predictions of unmitigated doom and gloom about the end of retail as we know it (I even wrote a little rant about it here). True, times have not been good, but we are beginning to see a few shoots of green (as Chairman of the Fed Ben Bernanke likes to say) in the retail market – and no matter how small, I think they are worth celebrating.

Looking at retail results as a whole, the numbers are still down. In May, retail sales dropped about 4% (excluding Wal-Mart who has stopped giving monthly data – but has the ability to greatly shift the actual percentage). Of the top 30 retailers included, 22 showed more year-over-year drops. The last time we saw retail sales grow was in August. For some retailers, May marks 12+ months of consecutive losses. Abercrombie is down for 13 months in a row, Nordstrom for 12 months and Saks for 11 months. Sigh.
Luckily, there are a few rays of sunshine piercing the darkness.

For example:

• Gap is showing its best month in the last year and a half (I like to think it is because Range handles search for the GAP brands, but I digress)
• In the teen market, Aeropostale and Buckle are showing growth north of 10%
• Consumer confidence levels are overall on the rise

While the trend is clear that the retailers that are doing well are doing so on an economical side, remember there was a time not too long ago when even the discounters were losing ground (Ross was down September, October, November and January, but posted a 4% gain in May).

We are nowhere near being out of the woods just yet, but I am beginning to think of it this way: if we all just did what Paolo Nutini said, we would be in the clear… “put some new shoes on and suddenly everything is right.”

Apparently, out of the roughly 250MM cell phones in the US, 10%-12% of those are smartphones. Of those on a smartphone, 36% use this to access the web over a traditional PC.

Pretty impressive stats, by themselves, but I’m more interested in putting them in a different context. If you hopped into the Delorean (the flying one that runs on garbage, not the plutonium-fueled one that gets you chased by Libyans) and go back a decade or so, you’d probably read headlines about traditional media losing a chunk of its audience to digital. You can probably see where I’m going with this. Digital stands to lose a chunk of its audience to mobile. The monarch of Media Mountain is starting to lose some of its serfs.

Of course, it’s not like digital is dead (far from it),but if you’re one those brands who has a pretty big stake, say in something like search, you might want to start thinking about this – like right now. Mobile adoption by brands is still pretty low, which means you can actually get in and work out the channel’s intrinsic kinks at unbelievably low prices. Get in while the tickets are still cheap.