Consulting Services
What is Your Internal Priority?Sankaranarayanan
22-23, June 2012Chennai
Priority
"What we learned: Social media starts with brand priorities...It is all about what makes sense for each brand. What are the priorities, and what are the tools that support their goals?"
Mr Brian Snyder, Senior Manager, Interactive Communications, Whirlpool
Priority
Revenue Ideas
Stakeholder Support
Evangelism(CSR)
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RevenueMaking Money out of Co-Creation
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IdeaCrowd Sourcing
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Stakeholder SupportCustomer relations, investor relations
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EvangelismCorporate Social Responsiblity
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What is your Priority ?Hmmmm
What to Measure and ManageBusiness Measure Manage
Revenue Leads by channel
Conversions by channel
Visit loyalty
Review ratings
Effectiveness of social channels for conversion and revenue generation
Influence of social experience in purchase behaviour
Business Measure Manage
Ideas Number of submission of ideas through comments, polls, etc
Sharing of ideas through likes, RTs
Rating of ideas through votes
Unmet needs: pain areas of customers, lead users, non users
Which are most liked, desired ideas
Perspective on popularity of ideas
What to Measure and Manage
Business Measure Manage
Support Resolution rate
Resolution time
Satisfaction score
Member engagement
Support cost: how to use social media to bring down the support cost?
User generate support: How company can leverage the participation of members for providing customer support?
What to Measure and Manage
Business Measure Manage
Evangelism Positive, negative, neutral sentiment
No of fans, followers, for the cause
Top shared, liked, RTed content
Appeal: how people feel about your cause
Awareness: Conversation drivers/Frequently shared topics
What to Measure and Manage
Consulting Services
Setting up Social Business DashboardLink to the Worksheet on designing your own metrics