Social Media ROI at AIMSCda by @samfiorella
•
3 gostaram•2,985 visualizações
Keynote presentation at AIMS Canada Social Media Conference in Toronto, June 12th, 2012
Recomendados
Recomendados
Mais conteúdo relacionado
Semelhante a Social Media ROI at AIMSCda by @samfiorella
Semelhante a Social Media ROI at AIMSCda by @samfiorella (20)
Último
Último (20)
Social Media ROI at AIMSCda by @samfiorella
- 2. ROI?
- 3. ROI?
- 4. ROI?
- 5. apocalypse
- 6. community
- 10. If it has value…
- 11. There’s an ROI for anything that generates value. ©2011 Sensei Inc. No Duplication Permission Granted
- 13. What’s the main reason corporations can’t create ROI from Social Media Engagement? ©2011 Sensei Inc. No Duplication Permission Granted
- 14. Misalignment of each department’s SM strategies to the Corp strategy = ROI fail ©2011 Sensei Inc. No Duplication Permission Granted
- 15. BUSINESS PATH BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 16. DEPARTMENTAL PATH MARKETING BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 17. COMMON SOCIAL MEDIA PATH C-SUITE MARKETING BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 18. Corporations measuring social media are like dogs chasing their tails ©2011 Sensei Inc. No Duplication Permission Granted
- 19. Corporate social media measurement can only be achieved when each dept’s goals are aligned with that of the Corp ©2011 Sensei Inc. No Duplication Permission Granted
- 20. EFFECTIVE SOCIAL MEDIA PATH CUSTOMER SERVICE SALES MARKETING PUBLIC RELATIONS HUMAN RESOURCES C-SUITE BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 21. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING PUBLIC RELATIONS HUMAN RESOURCES C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 22. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING PUBLIC RELATIONS HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 23. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 24. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 25. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 26. SOCIAL MEDIA GOALS CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 27. SOCIAL MEDIA GOALS RETENTION CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 28. SOCIAL MEDIA GOALS Metrics? RETENTION CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 29. Social Media Metrics do not equal Business ROI. Profits = ROI ©2011 Sensei Inc. No Duplication Permission Granted
- 30. SOCIAL MEDIA METRICS RETENTION CUSTOMER SERVICE # of customer complaints found # of customer complaints resolved LEAD GENERATION & NUTURING MARKETING # followers/fans # of blog comments/responses REPUTATION MANAGEMENT PUBLIC RELATIONS % positive vs. negative comments Trend in content tone on brand mentions ©2011 Sensei Inc. No Duplication Permission Granted
- 31. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE # of customer complaints found PROFIT? # of customer complaints resolved PROFIT? LEAD GENERATION & NUTURING MARKETING # fans/followers PROFIT? # of blog comments/responses PROFIT? PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted
- 32. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE customer complaints found METRIC ©2011 Sensei Inc. No Duplication Permission Granted
- 33. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE customer complaints found METRIC customer complaints rectified? ©2011 Sensei Inc. No Duplication Permission Granted
- 34. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE customer complaints found METRIC customer complaints rectified? WHY? RESULT? ANALYTICS ©2011 Sensei Inc. No Duplication Permission Granted
- 35. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE customer complaints found METRIC customer complaints rectified? WHY? RESULT? ANALYTICS REFERRAL? SALES FUNNEL UPSELL? ©2011 Sensei Inc. No Duplication Permission Granted RETENTION? PROFIT
- 36. MEANINGFUL measurement Awareness Support Interest PURCHASE Loyalty Desire Advocacy
- 37. MEANINGFUL measurement METRICS METRICS Awareness Support Interest PURCHASE Loyalty Desire Advocacy
- 38. MEANINGFUL measurement METRICS METRICS Awareness Support Interest PURCHASE Loyalty Desire Advocacy IMPACT ON CUSTOMER VALUE: MEASUREMENT
- 39. KPI mapping
- 40. PROFIT is NOT a 4-letter word.
- 41. Dear CEO… it’s your lead.
- 42. Sam Fiorella – Sensei www.senseiwisdom.com @samfiorella