1. MEASURINGSOCIAL MEDIASUCCESSproving to thecynics that youractivity is working

2. BENHARRISONCOMM MGRt: @generalbene:generalben@gmail.com 3. PART ONE: METRICS 4. = customer satisfaction+ revenue- operating costs THE BIG 3 GOALS 5. surveysCSfinding RE customersOCcost percontact THE BIG 3 PRIORITIES 6. preference CS actionRE OC reachTHE BIG 3 METRICS 7. PREFERENCEACTIONREACHHOW IT BREAKS DOWN 8. %, # +/-PREFERENCEACTION REACH %, # Vol.HOW IT BREAKS DOWN 9. MORE ON CONVERSATION IMPACT bit.ly/smetrics 10. PART TWO:MONITORING 11. Social Media in the enterpriseMSFTsocial - companyVarious twitteraccounts, social - australia evangelists, customerservice, account managers, partnersCustomersCUSTOMER INTERACTION 12. social companySocial Media in the enterpriseImage blogs facebook websitesMSFTlinkedinforums videostwitterblogsVarious twitter accounts, evangelists, social - australiacustomer service, account managers,partnersCustomersSOCIAL CHANNELS 13. your twittertwitterverseSocial Media in the enterpriseyour facebook page/groupthe facebook wallMSFT your blogs blogs/mediayour image blogsother mage blogsVarious twitteryour website other websitesaccounts, evangelists, customer general forumsyour forumsservice, account managers, partners vimeo, etc your video channel all youtube,your linkedin all of linkedinCustomers EARNED/OWNED VS OPEN 14. your twitterSocial Media in the enterpriseyour facebook page/groupmentions, comments, retweets, likes, shares, follows, clickthroughsMSFT image blogs youryour linkedinVarious twitteryour websitetraffic, inbound links, findabilityaccounts, evangelists, customer subscribersyour forums views, comments,service, account managers,comments, subscribers your video channel views, partners your blogscomments, subscribers, traffic, findabilityCustomersMONITORING YOUR CHANNELS 15. twitterverseSocial Media in the enterpriseother websites your company mentions your product mentionsMSFT blogs/media your campaign mentions your competitors mentionsgeneral forums your causesVarious twitter accounts, evangelists,all youtube, vimeo, etccustomer service, account managers,all of linkedinpartners wallthe facebook a little bit more difficult other image blogsCustomers MONITORING THE SOCIAL SPHERE 16. monitor how yourSocial Media in the enterpriseaudience speaks, not howyour company mentions you doMSFTalign your products andyour product mentions company with yourcauses/campaignsyour campaign mentionsVarious twitter keep track of youryour competitors mentions competitors as much asaccounts, evangelists, customer your own activityyou doservice, account managers, partnersyour causes refine and improveover timeCustomersMONITORING SETUP 17. Social Media in the enterpriseSentiment data from yourmonitoringMSFTAll trackedresponses toyour activity Various twitterMentions of your causes and customer accounts, evangelists,products through your owned service, account managers, partnersmedia and monitoringCustomersWHAT YOU HAVE AT THIS POINT 18. mentions of organisation over time% positive company sentiment over timetotal drives through to donation page per social channel total mentions of our org + primary cause over timePUTTING IT ALL TOGETHER 19. PART THREE: A WORD ONENGAGEMENT 20. BUSINESS: dear socialteam, kindly deliver unto us 500 registrations to said event 21. BUSINESS: after all, youhave, like, 100,000 followers.So no probs, right? 22. ASSISTING GOALS 23. a+w+dEDGERANK 24. SERVICETIMELY NEWS ANDEXCLUSIVESFREE STUFFA HUMAN FACE OR VOICECLEVER/FUNNY/AWESOMEMEDIAPERSONAL INTERACTION +ENGAGEMENT 25. thanks!t: @generalbene:generalben@gmail.com