1. Service Thinking
Influencer Metrics
Presented by
Jerrica Naito
Luca Di Cocco
Raivis Kampenuss

2. Key Topics
● Intro of Service Thinking
● Influencer marketing
● Ecosystem dashboard
● Influencer Metrics Model

3. What is Service Thinking?
The design and orchestration of
service systems to deliver enhanced
customer experiences and improve
the achievement of customer goals.
Source: CVC Group, LLC for Hult International Business School

4. What is Influencer
Marketing?
● It is influencing people to like, to trust, to
buy, etc. by others who are called the
influencers;
● Nowadays, it is mostly done through the
internet with the outset of different social
media platforms; and
● There are different types of influencers.

5. Increased Revenue - the number of sales generated
by placing an advertisement on Facebook
Metrics - Likes, comments, coded
tabs to meet your goals
Tools - Insights, Embedded codes
linked to companies’ databases
Metrics - Likes, comments, coded
tabs to meet your goals
Tools - Insights, Embedded codes
linked to companies’ databases
Metrics - Likes, comments, coded
tabs to meet your goals
Tools - Insights, Embedded codes
linked to companies’ databases

6. Customer Retention - the number of how many
satisfied existing customers
Metrics - Unique views on LinkedIn,
Hashtags on Twitter , online communities
Tools - Marketingexperiments Optimization
Group Dashboard, Hashtag.org
Metrics - Unique views on LinkedIn,
Hashtags on Twitter , online communities
Tools - Marketingexperiments Optimization
Group Dashboard, Hashtag.org
Metrics - Unique views on LinkedIn,
Hashtags on Twitter , online communities
Tools - Marketingexperiments Optimization
Group Dashboard, Hashtag.org

7. Flow of Information, Shared Knowledge and
Feedback foster Co-Elevation
# blogs, articles, updates, P/S
first-hand news, comments
Web Analytics, sales
growth, search engine Enhanced reputation,
ranking, # links
traffic, visibility, quality,
up-to-date information
# updates, training
sessions, surveys
# readers, potential
customers
YouTube, Slideshare,
Chatter, Jive, IBM
Connections
Web Analytics
Innovation, P/S
feedback, training,
shared knowledge
# feedbacks,
customer supports
SAP, Salesforce, Facebook,
Twitter, analytics tools
P/S awareness & sales, brand equity & social
mention via most valuable influencers, P/S
feedback, value proposition effectiveness,
customer loyalty, design process
New P/S kickoff, reliable
information, customer
support, customization
Customer
engagement, updated
contents for readers

8. Co-Evolution by Crowdsourcing through
Gamification Mechanics
# of blogs and Tweets, value
and quality indicators of
outcomes
Bunchball Nitro
Analytics
# of videos and slides,
value and quality
indicators of outcomes
Badgeville Solution
Dashboard
# of ideas, players, time
online, value and quality
indicators of outcomes
Rewards to
players and
content
Rewards to
players and
ideas
Bunchball KPIs
Use of game mechanics to
engage users and obtain
ideas and insights
Rewards to
players

9. Influencer Metrics Model
PRESS
ME
TO
CU
S
S
ES S
SIN ER
BU RTN
PA
RS
ORGANIZATION

10. Influencer Metrics Model
PRESS
IBM
CU
S
TO
ME
RS
S
ES S
SIN ER
BU RTN
PA
INFLUENCEES