measuring social media
Post on 13-Sep-2014
9.898 views
DESCRIPTION
A review of how to measure social media, including definitions of ROI, examples of metrics that are relevant, and discussions of goals and benchmarking.TRANSCRIPT
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http://www.radian6.com@Radian6
Old Metrics, New Metrics, and Learning from Them All
Measuring Social Media
© 2009 Radian6
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Start with Objectives.
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Goals related to:
• Reputation• Awareness• Money • Engagement• Education• Entertainment
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The Truth About ROI.
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Gain from Investment - Investment Cost
Investment CostX 100
The Only True ROI
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Benchmarking.
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The Old Metrics
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The New Metrics
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Why We Need Both
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Activity & Engagement• Members
• Posts/Threads
• Comments or Ideas
• Inbound Links
• Tags, Votes, Bookmarks
• Active Profiles
• Referrals
• Post Frequency/Density
Revenue and Biz Dev:• Speed of sales cycle
• Number/% of repeat biz
• % customer retention
• Transaction value
• Referrals
• Net new leads
• Cost Per Lead
• Conversions from community
Metrics and Measurement
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Metrics and MeasurementCost Savings:• Issue Resolution Time
• % of issues resolved online
• Account turnover
• Employee turnover
• Hiring/Recruiting
• Training costs
• New Product Ideas
• Development cycle time
• Product/Serv Adoption Rate
Awareness and Value:• Brand loyalty/affinity
• Media placements
• Share of Conversation
• Sentiment of Posts
• Net Promoter Score
• Interaction with Content
• Employee Social Graphs
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The Ultimate Metric:
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Learn Something.
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Do Something.
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http://www.radian6.com@Radian6
Questions?
© 2009 Radian6