The goal of this study was to explore the customer journey of an online purchase of clothes and to identify potential opinion leaders in the decision-taking phase before the purchase. Important questions to be analyzed were through which channels might customers get influenced and by whom. A special focus was put on the role of Facebook and Twitter during this process. In a later part of the study, the communication strategies of three clothes brands (H&M, Nelly and Halens) were studied with respect to their Facebook and Twitter channels, in order to understand how and with what kind of content they approach their customers. In this study a mixed-methods approach was used (survey, qualitative interviews, content analysis), in order to get an as complete picture as possible from the customers’ behavior. To explore the customer’s perspective, an online survey was used as well as qualitative interviews. The content analysis was applied to investigate the company side. The results of this study show that the respondents are mainly influenced in their decisions by their friends in an offline channel (face-to-face), and not through social networks. Facebook and Twitter do not influence the customers (or maybe only to a minimal extent). Thus, one conclusion of the study is that social media like Facebook and Twitter do not have a major influence on the online purchase of clothes, at least not on a conscious level. Instead other factors can have more influence, like face-to-fact contact with friends, as mentioned in the study. These findings are important for companies and should make them consider the important aspect of the offline-impact in future marketing strategies.

The original study on which this study was based on was conducted by Jacob Goldenberg, Sangman Han, Donald R.Lehmann, and Jae Weon Hong and published in 2009. In a slight contrast to Goldenberg et al (2009), this study was conducted among a bottom of the pyramid (BOP) network in South Africa using one non discretionary product whilst the original study was conducted on multiple high tech products in Korea This study explores the role of hubs (people with an outstanding number of social ties) in diffusion and adoption of products. The study was conducted using data on a large network and its adoption of a product (electricity) to identify two types of hubs – innovative and follower hubs and their role in influencing adoption ala Goldenberg et al (2009). Even though hubs are not necessarily opinion leaders nor are they necessarily innovators (as described by Rogers, (1962)) they tend to adopt earlier in the diffusion process. Innovator hubs have a greater impact on speed of adoption whilst Follower hubs have greater impact on the size of the market or total number of adoptions. Interestingly and crucially this early adoption behaviour of hubs can be a useful predictor of future product success. Among BOP network nodes, relationships and trust are important in determining the amount or degree of influence one can exert on a fellow network member. Homogeneity increases trust which in turn impacts the role of a hub as a force of influence. The centrality of hubs to networks is also a factor behind their role as information to the rest of the network passes through them, to a degree giving them control over the dissemination of information. Copyright / Dissertation (MBA)--University of Pretoria, 2010. / Gordon Institute of Business Science (GIBS) / unrestricted