olivier blanchard presentation from smiatl 2010
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Social Media Program Planning & R.O.I.olivier alain blanchard@thebrandbuilder
Social Media Integration ConferenceAtlanta, GA22 October 2010
#SMIATL
TrainingSocial Media Program Integrationfor C-Suite executives,Managers and organizations.
Consulting- Brand Mgmt. - Online Reputation Mgmt.- Social Web & New Media
… and the blog.
What do I do?
Advisory Board Shenanigans
First Rule: The tools are the tools. The tools are not the thing.
Second Rule: Your business, not Social Media, is in charge.
Ways in which Social Media can help a business:
SalesNet New Customers, Increased Frequency of Transactions, promo exposureIncreased yield (average $ value per transaction), and product penetration
Customer SupportImmediate feedback and response, positive impact in public forum, cost reduction
Human ResourcesMore effective recruiting, online monitoring of employee behavior (risk management)
Public RelationsOnline Reputation Management, improved brand image via Social Web
Customer LoyaltyIncreased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business Intelligence
“The community closes the sale.”- Porter Gale (@virginamerica)
Virgin America invests in the good will of customers, simply by publicly acknowledging and supporting them in the same channels where they’re communicating.
Your customers = a vibrant community.
What Social Media really is:People talking with people.
(Which is nothing new, really.)
People connecting with each other.
People creating communities…
on their own terms.
People sharing their passions.
People sharing their complaints.
By the way...
There are 2 forces at work in Social Media:
Vertical EngagementAnd
Lateral Engagement
This is important.
Vertical Engagement= Brand + Customer.
Great Experiences & Brand Loyalty.
Lateral Engagement = customer + customer
Validation and Scale.
People share things they love.
Twitter, YouTube and Facebook Are word-of-mouth on steroids.
Social Media (Ecosystem & Platforms)Social Communications (What happens there)
Medium
Communications
Social media
Social communications
Blah!
Blah!
Blah!
Social media (the channels)
Social communications
Blah!
Blah!
Blah!
Blah?
Blah?
Blah?
(Enablement)
The customer lifecycle funnel
Acquisition Development Retention
You are here You also need to build here
Create something worthwhile Let the community share it
The four core disciplines of Social Media Mgmt.
Module 1: Strategy & Development
Having “a presence” in Social MediaIs worthless unless you do something with it.
What many organizations forgot to askbefore getting into the Social space:
“What are we trying to accomplish?”
Define the objective FIRST.THEN come up with the tactics.
Tactics don’t dictate the objective.
You know…What this team really needsIs more Social Media!
And more followers too!
NO
Objectives dictate tactics.
I need 3 more touchdownsbefore half-time. What can I do to get there?
YES
What you do with your Social Media presenceneeds to be driven by purpose.
What are your objectives? Clarify them first.
Your organization doesn’t plug into Social Media.Social Media plugs into your organization.
Customer Support
Market Research
Online Reputation Management
Community Management
Consumer Insights
RecruitingBusiness Development
Sales
P.R.
Business Measurement
Marketing
Education
Thought Leadership
Search/SEO Mobility
How Social Media plugs into business functions
Customer Acquisition
Ways in which Social Media can help a business:Sales
Net New Customers, Increased Frequency of Transactions, promo exposureIncreased yield (average $ value per transaction), and product penetration
Customer SupportImmediate feedback and response, positive impact in public forum, cost reduction
Human ResourcesMore effective recruiting, online monitoring of employee behavior (risk management)
Public RelationsOnline Reputation Management, improved brand image via Social Web
Customer LoyaltyIncreased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business IntelligenceKnow Everything. (No, really.)
AwarenessDo enough people know about us? Do enough people think about us?
ContextDo people think of us in the right way?
ValueDo people understand our value? What we offer?
RelevanceDo people appreciate our value to them?
CatalystsDo people have a reason to think about us? To engage with us? To buy into us?
Brand Management: Momentum Drivers
Social media is there to drive, amplify and reinforce all of these things:
AwarenessContext
ValueRelevance
InteractionsTransactions
Leveraging Social Communications
What needles are you trying to move?
?
Where do you want to start?Sales
Net New Customers, Increased Frequency of Transactions, promo exposureIncreased yield (average $ value per transaction), and product penetration
Customer SupportImmediate feedback and response, positive impact in public forum, cost reduction
Human ResourcesMore effective recruiting, online monitoring of employee behavior (risk management)
Public RelationsOnline Reputation Management, improved brand image via Social Web
Customer LoyaltyIncreased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business IntelligenceKnow Everything. (No, really.)
Build your program based on these objectivesSales
Net New Customers, Increased Frequency of Transactions, promo exposureIncreased yield (average $ value per transaction), and product penetration
Customer SupportImmediate feedback and response, positive impact in public forum, cost reduction
Human ResourcesMore effective recruiting, online monitoring of employee behavior (risk management)
Public RelationsOnline Reputation Management, improved brand image via Social Web
Customer LoyaltyIncreased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business IntelligenceKnow Everything. (No, really.)
Set targets. Be specific. Be clear.
Monitoring...?Engaging…?
Build your program based on these objectivesSales
Net New Customers, Increased Frequency of Transactions, promo exposureIncreased yield (average $ value per transaction), and product penetration
Customer SupportImmediate feedback and response, positive impact in public forum, cost reduction
Human ResourcesMore effective recruiting, online monitoring of employee behavior (risk management)
Public RelationsOnline Reputation Management, improved brand image via Social Web
Customer LoyaltyIncreased interactions, better quality of interactions, deeper relationship with brand,
Increased trust in brand, increased mindshare of brand, greater values alignment
Business IntelligenceKnow Everything. (No, really.)
Set targets for each programSales
Net New Customers: How many? What time frame? How? How does SM fit in?
Customer Supportcost reduction: What is the cost reduction target? How can we do it?
Public RelationsOnline Reputation Management: Define parameters. How will we gauge success?
Improved brand image via Social Web: Set targets. How will we measure this?
Customer LoyaltyIncreased mindshare: Set targets and method. How will we measure success?
Business IntelligenceKnow Everything: Enhance BI practice. What do we want to know? Can SM help us
gather data and insights? How will we do this? What tools do we need? Etc.
Goals are not targets
Increase net new customers
Increase sales revenue
Increase net unique website visitors
Increase the number of followers
Increase market share
Increase positive sentiment
Increase positive recommendations/WOM
Increase mindshare
Attract better talent
Amplify marketing efforts
Increase customer participation
Improve reputation with investors
Set targets. Be specific. Be clear.
+500 net new transacting customers this Q
+13% sales revenue YoY
+8000 net new website visitors this M
200 Net new followers this W
+3% more market share YoY
100% increase in pos.sentiment
How will you measure this?
+500 net new transacting customers this Q
+13% sales revenue YoY
+8000 net new website visitors this M
200 Net new followers this W
+3% more market share YoY
100% increase in pos.sentiment
What departments in your companyare tasked with meeting those objectives?
Marketing?
PR?
Customer Service?
Biz Dev?
(Who owns these functions now?)
Marketing
PR
Customer Service
Biz Dev
How can Social Media support and enhance key business functions?
Are they capable of integrating this?
If not, what will it take?
Planning for Social Media Integration
Marketing CustomerService
PublicRelations
HR IT
Advertising
ReputationMgmt.
BusinessDvlpmt.
Legal
CustomerSupport
Collaboration
Business Functions Business Processes
Measurement
Data Analysis
InternalCommunications
Research
How does Social Media fit into and across my
organization?
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
The current state of Social Media Integration:
Buzzwords over Objectives:
“Engagement?” “Conversations?”
Social MediaManager
PR
Marketing
CustomerService Technical
Support
BusinessDevelopment
HR
C-suite
Phase 1: “Test” Adoption
SocialCommunications
Manager
PR
Marketing
CustomerService Technical
Support
BusinessDevelopment
HR
C-suite
Phase 2: Marketing Adoption
SocialCommunications
Director
PR
Marketing
CustomerService Technical
Support
BusinessDevelopment
HR
C-suite
Phase 3: Operational Adoption
VPSocial
Communications
PR
Marketing
CustomerService Technical
Support
BusinessDevelopment
HR
C-suite
Phase 4: Operational Integration
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
The next step in Social Media Integration:
Objectives over buzzwords
Online Reputation ManagementReal-Time Customer Support
Digital Crisis ManagementMarket ResearchFRY
Digital Brand Management Innovation Collaboration
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
The current state of Social Media Integration:
Buzzwords over Objectives:
“Engagement?” “Conversations?”
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
The next step in Social Media Integration:
Objectives over buzzwords
Online Reputation ManagementReal-Time Customer Support
Digital Crisis ManagementMarket ResearchFRY
Digital Brand Management Innovation Collaboration
Okay, so how do we make this happen?
Thinking. Planning. Deploying.
Three-Step Process
Step 1: Strategy & developmentIdentifying goalsIdentifying key departmentsDeveloping strategies and tactics
Setting targets and budgetsClarifying intentProviding direction
Three-Step Process
Step 1: Strategy & development
Step 2: Operational Deployment
Identifying goalsIdentifying key departmentsDeveloping strategies and tactics
Setting targets and budgetsClarifying intentProviding direction
Getting departments up to speedTraining staffEnabling technology and toolsCreating the internal infrastructure
Working with Legal, IT, HR, etc.Creating guidelines Developing the organizationContinuous improvement
Three-Step Process
Step 1: Strategy & development
Step 2: Operational Deployment
Step 3: Management & Execution
Identifying goalsIdentifying key departmentsDeveloping strategies and tactics
Setting targets and budgetsClarifying intentProviding direction
Getting departments up to speedTraining staffEnabling technology and toolsCreating the internal infrastructure
Working with Legal, IT, HR, etc.Creating guidelines Developing the organizationContinuous improvement
Community managementOnline reputation managementMonitoring Measurement
Digital customer supportInternal collaborationEtc.
Managing a fully deployed program
VP Social CommunicationsDeveloped the Social Communications InfrastructureOversees SM activityCoordinates SM activityProvides leadership + Support
Customer Support
PR + Reputation Mgmt
Marketing
Measurement
Community Management
MonitoringSupportTriage
Data AnalysisReporting
MonitoringResponding to crisesContent, events & Promotion
MonitoringResponding to inquiriesContentTriage
ResearchContent DevelopmentPromotions
InternalCollaborationHub / Channel
Marketing PRCustomer
ServiceBusiness
DevelopmentHRCommunity Mgr.
Blogger guy
It makes absolutely no sense to expect that one Social Media role
can properly serve all of an organization’sBusiness functions.
Social Media Strategy?
The four categories of roles in Social Media
Different Focus + Different perspectives
Managing a fully deployed program
VP Social CommunicationsDeveloped the Social Communications InfrastructureOversees SM activityCoordinates SM activityProvides leadership + Support
Customer Support
PR + Reputation Mgmt
Marketing
Measurement
Community Management
MonitoringSupportTriage
Data AnalysisReporting
MonitoringResponding to crisesContent, events & Promotion
MonitoringResponding to inquiriesContentTriage
ResearchContent DevelopmentPromotions
InternalCollaborationHub / Channel
Often the biggestchallenge
A word about “Value.”
The lesson here is this:
This isn’t about establishing a Social Mediapresence and then figuring out how to use it.
Think of how the Social Web, its technologies and networks can help you become more useful.
Competitive Edge
A word about “Value.”
Value = Usefulness = Purpose = Value
How are you useful to your customers?clients?boss?organization?peers?industry?category?
How can you create “usefulness?”
A word about “Value.”
Example: A garbage company wants to use Social MediaHow can they use Social technologies to be moreuseful and competitive?
Mobile AppPay Your bill Post pickup schedulesFollow/track the trucksLocate Recycling StationsRecycling + Composting TipsCommunicate service changesManage your accountShare app with friends
How would you use these?
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
Who owns all of these objectives?
This guy?(No)
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
Who owns all of these objectives?
These guys?(Yes)
Module 2: Integration & Deployment
Step 1: Map company’s capabilities
Identify key assets within the organizationBloggers, socially savvy execs, techies, leaders, etc.
Catalog all Social Media related activityIs the company already working in the social space? Who? How? Where?
Assess strengthsStrong communications team, swift IT department, horizontal culture…
Assess weaknessesPoor internal communications, no PR department, mobile what?
Step 2: Create a task force.
Senior ManagementDepartment heads
Legal CounselHuman Resources
Power users of Social MediaI.T.
Customer ServiceP.R.
Marketing.
Step 3: Decide on a Social Media Architecture
The Two Social Media Build Scenarios
1. Your company is fairly new to Social Media, and you have to start from scratch . Next on the agenda: Establishing business objectives, identifying opportunities, establishing listening posts, identifying assets within the company who can manage early social media-related tasks, and bringing all departments to the table to discuss synergies.
2. Your company already has clusters of activity in the Social Media space. These are mostly decentralized, autonomous, and disconnected. (Pirate ships.)Next on the agenda: Harness, incorporate, organize.Caution: Do not interfere. Pirates don’t bend to hierarchy without merit. Give them their space.
BrandCommunications
Hub
A. Centralized Management ModelCommand StructureHighly organizedCommand-ExecutionHighly connective
Corporate
B. Decentralized Management Model
Brand or silo
Brand or silo
Brand or silo
Autonomous structureOpen-source model
BRAND
Centralized Ground-Up Model
?
?
?
?
?
? ?
Advantages: You can custom-engineer your Social Media infrastructure.You have complete control over your outposts.
Disadvantages: You have to start from scratch.Staff needs to be trained.
Decentralized pirate-ship model
Beware the pirate ships…
… but use them to your advantage.
BRAND
?
?
?
?
??
Decentralized pirate-ship model
?
?
?
?
Disadvantages: Incorporating pirate cultures will be difficult.Advantages: Programs are already gaining traction.
You can build on your pirates’ expertise.
How to clean up a pirate ship model:
1. Respect the pirates. They know how to execute.2. Invite the pirates to the table. Recognize their wins.3. Ask the pirates to report on what they see and hear.4. Ask the pirates to report on their wins and losses.5. Ask the pirates how you can help them win more.6. Fund the pirates and send them on missions.7. Ask the pirates to help you build up your fleet.8. Ask the pirates to play a leadership role.9. Ask the pirates to write the playbook for you.10. Turn the pirates into privateers.
Step 4: Create Social Media Policies
1. The company’s position on Social Media2. Official Social Media usage for company3. Personal Social Media usage for company4. Confidentiality guidelines5. Disclosure guidelines6. Restricted Speech guidelines7. Anti-defamation guidelines8. Conduct guidlines9. Personal and professional responsibility guidelines10. A list of resources11. A note from Human Resources12. Training modules and schedules
What your Social Media Policies should include:
A. Clear internal written policies for what is and is not permitted- Require disclaimer that when mentioning the company, that is personal, not company
opinion. - No use of company or customer information, logo, trademarks, etc. without writtenpermission.- No talking about company plans, policies, financial information, other than what hasalready been made public.- Hold employees personally responsible for all social media conversations. Violation of policywill be grounds for termination.B. Clear “Rules of the Road” for blogging and Social Media behavior. (How to stay out of trouble.)
C. TrainingD. Monitoring is at the discretion of the company.E. Enforcement must be consistent and fair.
Some notes on internal Social Media Guidelines
Legal Considerations
Disclosure: The Rulebook
FEDERAL TRADE COMMISSION16 CFR Part 255Guides Concerning the Use of Endorsements and Testimonials in Advertising
The company must inform employees, agencies, and advocates they have a formal relationship with of their disclosure policies and take action quickly to correct problems where possible.
Clearly disclose company involvement on all blogs produced by the company and agencies.
Source: Social Media Business Council
The nugget: “Clients” are now responsible for 3rd party contractors infractions when it comes to disclosure and the content of communications.
Legal Considerations
Disclosure
“[A]n endorsement means any advertising message (including verbal statements, demonstrations, or depictions of the name, signature, likeness or other identifying personal characteristics of an individual or the name or seal of an organization) that consumers are likely to believe reflects the opinions, beliefs, findings, or experiences of a party other than the sponsoring advertiser, even if the views expressed by that party are identical to those of the sponsoring advertiser.”
16 CFR Part 255
Legal Considerations
DisclosureWhen communicating with blogs or bloggers on behalf of their company or on topics related to the business of the company, company agents must:
1. Disclose who they are, who they work for, and any other relevant affiliations from the very first encounter.2. Disclose any business/client relationship if they are communicating on behalf of a third party.3. Comply with all laws and regulations regarding disclosure of identity.
Pseudonyms:(Option 1) Never use a false or obscured identity or pseudonym.(Option 2) If aliases or role accounts are used for employee privacy, security, or other business reasons, these identities will clearly indicate the organization agents represent and provide means for two-way communications with that alias.
Source: Social Media Business Council
Legal Considerations
DisclosureFor personal blogs or social media interactions:
1. If employees write anything related to the business of their employer on personal pages, posts, and comments, they will clearly identify their business affiliation. The manner of disclosure can be flexible as long as it is clear to the average reader, directly connected to the relevant post, or provides a means of communicating further
(Example disclosure methods could include: usernames that include the company name, link to bio or about me page, or statement in the post itself: “I work for __<company>___ and this is my personal opinion”).
2. Employees will clarify which posts/comments are their own opinions vs. official corporate statements.
Source: Social Media Business Council
Legal Considerations
Disclosure
3. Writing which does not mention work-related topics does not need to mention the employment relationship.
4. If employees blog anonymously they should not discuss matters related to the business of their employer. If employer-related topics are mentioned, they should disclose their affiliation with the company.
Source: Social Media Business Council
Legal Considerations
DisclosureTransparency when providing bloggers with any form of compensation such as rewards, incentives, promotional items, gifts, samples, or review items:
1. Set formal policies on using incentives with bloggers for staff and agencies.2. Communicating these policies clearly to bloggers in advance, and asking that
they do the same in any post that may result.3. Proactively ask bloggers to be transparent about their relationship and
communications with your company.4. Encourage bloggers to disclose the source of any compensation directly in
any post they write about you.5. Paid posts or reviews must be clearly disclosed in the specific post as
advertisements.
Note: Sending bloggers products for review does not obligate them to comment on them at all, and they are free to write a positive, negative, or neutral comments. Be prepared.
Source: Social Media Business Council
Legal Considerations
Disclosure
Source: Social Media Business Council
When using external agencies or personnel to communicate on your behalf:
1. Require the agency to disclose its relationship with your company when it conducts blogger relations.
2. Require the agency to be truthful and never knowingly deceive bloggers.3. Publicly acknowledge when the agency and/or related parties act contrary
to these policies, and quickly take corrective action where possible.4. Require agencies and agency personnel to meet or exceed your internal
disclosure requirements.5. Require agencies to enforce these requirements on their subcontractors.
Note: Always discuss and secure formal agreement on these practices before entering into a business relationship with an agency involved in social media.
Give people clarity and set expectations.
ConfidentialityFor clarity: Establish confidentiality codes for internal communications and email.
Recipient Only – Confidential
Working Group – Group Confidential
Company – Company Confidential
Open – Free to share
Marketing PRCustomer
ServiceBusiness
DevelopmentHR
CommunityManagerBlogger
Guy
Step 5: Division of labor: Who does what?
Monitoring Pushing promotions
Creating content
Answering questions
Responding to crises
Connecting with influentials
Blogger relations
Managing the accounts
#chats
Collaboration team lead
Reporting
#events
Step 5: Division of Labor – Who does what?
Visualizing A Structure
Coordinating with External agencies
Internal Communications
External Communications
Reporting to C-suite
Beware the pirate ships…
… but use them to your advantage.
Planning for outsourced management…
Integration Process
AgencyInternalMarketing
Dept.
Can deliver
Can’t deliver
IntegrationInto
Organization
Merging
1
23
Consider an adaptive process rather than a “rigid” strategic model.
Step 6: IT enablement
IT owns technology deployment and process enablement.- Tools- Servers- Cloud- Connections- Processes
They make this happen:
This can’t happen without an infrastructure
VP Social CommunicationsDeveloped the Social Communications InfrastructureOversees SM activityCoordinates SM activityProvides leadership + Support
Customer Support
PR + Reputation Mgmt
Marketing
Measurement
Community Management
MonitoringSupportTriage
Data AnalysisReporting
MonitoringResponding to crisesContent, events & Promotion
MonitoringResponding to inquiriesContentTriage
ResearchContent DevelopmentPromotions
InternalCollaborationHub / Channel
Often the biggestchallenge
I.T. and enablementInternal collaboration tools
SharepointYammerJive NetworksCalendarsEmailIMGroupsWikisRadian6TelephoneMicrosoft ProjectPost-it notesBulleting boardsShouting
This is not what you want.
Aim for synergy.
Step 7: Training your staff.
Once Social Media policies and guidelines are established, don’t just put them in the employee handbook and the intranet and forget about them.
Train your staff.Basic Social Media Guidelines
- Official Use- Personal use
Specific Functional Training
2 Tracks:
1. Awareness & Sensitivity trainingAll employees
2. Internal Certification ProgramsCommunity managementCustomer ServiceBusiness DevelopmentP.R.MarketingDigital EngagementEtc.
Step 8: Training your staff
Training in new disciplines is an open source model: Test. Test. Test.
The test kitchen model: Experiment.
It’s okay. We’re new at this.
Adequate training helps avoid messy situations.
Failure is an option. Just keep it small.People screw up. This is the real-time web.
Plan for small failures.Make failure a learning exercise.
Train.Supervise.Mentor.Repeat.
It seemed like a good idea at the time…
And then Monday morning arrived.
VP Sales
CFO
One mistake and you could be a trending topic.
Step 8: Creating Order with schedules
Just like editorial calendars:
Schedule Activity, reporting, meetings, permanence
Step 9: Account Continuity Planning
Sooner or later, every job comes to an end.
People leave. Plan for it.
Step 9: Account Continuity Planning
Consider what happens to personal Twitter accounts when employees leave.
1. Does your company lose access to the followers of that account?2. Do your customers suddenly lose their twitter connection to you?3. Does the next person (the replacement) have to completely rebuild network
equity?
The absence of continuity planning can create serious headaches for organizations and invalidate months, even years of hard work.
A: Either own the official accounts (see next slide), or…B: Include a clause in the account manager’s employment/Social Media contract
that specifically addresses network/follower ownership and overlap with personal accounts used for official company use. (Hand over a list of followers monthly – Add to corporate account.)
Step 9: Account Continuity Planning
Clear Association
Especially important for service roles.Less so for executive roles.
Step 9: Account Continuity Planning
When someone moves out of a role…
Transition Procedures
1. Update the avatar/profile image.2. Update the profile information.3. Notify the community of the change.4. Focus on new account manager, not the former account manager.5. Make the transition painless for the customers.
Olivier BlanchardCommunity Mgr.
Likes Nutella.
Lisa SmallCommunity Mgr.Likes puppies.
Old New
Step 9: Account Continuity Planning
Weekly/Monthly data transfers. All accounts must share fans andFollowers with central corporate account/database.
Data Consolidation:Fans and followers(constituting the network)are valuable. Own the data.
Step 10: Hiring for Social Media
A breadth of backgrounds is good. Look for variety and flexibility.
Resumes only tell part of the story. Titles don’t always mean experience.
Obtain references from trusted Social Media practitioners.
Marketing PRCustomer
ServiceBusiness
DevelopmentHRCommunity Mgr.
Blogger guy
It makes absolutely no sense to expect that one Social Media rolecan properly serve all of an organization’s Business functions.
Social Media Strategy?
Hire for different roles in Social Media
Strategically-Minded
CEO-typeEntrepreneurial
Sees all the angles
OperationalAptitudeCOO-type
Very organizedWorks across silos
Communications-mindedCustomer servicePublic Relations
Task-orientedCaring and trustworthy
AnalyticalLoves numbers
Excel SenseiData visualization
Lunch Break
Social Media Program Planning & R.O.I.olivier alain blanchard@thebrandbuilder
Social Media Integration ConferenceAtlanta, GA22 October 2010
#SMIATL
Module 3: Program Management
Departments and functions
Customer SupportOnline Reputation ManagementCommunity ManagementChannel DevelopmentDigital Property ManagementMonitoring & MeasurementPublic RelationsMarketingEvent ManagementProduct ManagementCRM & sCRMHow to handle negativitySetting the record straightTargeting
The Triumvirate of Digital Brand Management
P.R.
Customer Support
CommunityManagement
The SweetSpot
The Triumvirate of Digital Brand Management
P.R.
CustomerSupport
CommunityManagement
1. Mutually Supportive.
3. Escalation of Response
2. Ensures Balanced Approach
Collaboration
Call Center Forums Twitter
1st layer
2nd layer(Back End)
P.R.CustomerSupport
CommunityManagement
Customer Support 2.0Customers / users / the public
(Front End)
Network Equity: Monitoring & Response
CommunityManagement
CustomerSupport P.R.
PositiveComment
PositiveComment
PositiveComment
NegativeComment
NegativeComment
Acknowledge
Acknowledge
AcknowledgeAddress
Assist
Assist
QuestionQuestion
Assist Assist
Managing a fully deployed program
VP Social CommunicationsDeveloped the Social Communications InfrastructureOversees SM activityCoordinates SM activityProvides leadership + Support
Customer Support
PR + Reputation Mgmt
Marketing
Measurement
Community Management
MonitoringSupportTriage
Data AnalysisReporting
MonitoringResponding to crisesContent, events & Promotion
MonitoringResponding to inquiriesContentTriage
ResearchContent DevelopmentPromotions
InternalCollaborationHub / Channel
Often the biggestchallenge
Integrated crisis response model
VP Social CommunicationsOversees ResponseProvides leadership + Support if neededDebriefs staff after incident
Customer Support
PR + Reputation Mgmt
Measurement
Community Management
MonitorsHelps the customer inreal time. Resolves thecrisis.
Measures impactof activity.
MonitorsWatches for escalationduring and after incident.Works with community managerand customer support if additionalsteps must be taken.
MonitorsAssists Customer SupportFollows up after the incident.
InternalCollaborationHub / Channel
4. Channel Development
Channel Development in 30 seconds:
1. Identifying the channels you should be in.- Activity? No activity?- Positive sentiment? Negative sentiment?- Competition presence?
2. Understanding the channels you should be in.3. Creating listening outposts in those channels.4. Connecting with key denizens in those channels.5. Becoming involved with topics and conversations.6. Developing a positive reputation in those channels.7. Growing social equity in those channels.8. Establishing leadership presence in those channels.
Social Media Program Planning & R.O.I.olivier alain blanchard@thebrandbuilder
Social Media Integration ConferenceAtlanta, GA22 October 2010
#SMIATL
Module 4: Measurement
Fact: Achieving spectacular results requires planning.
Funnels are good. Follow the ball.
Your company doesn’t need 1,000,000 followers.
Your company doesn’t need 1,000,000 followers.
Your company needs 10 – 1,000,000 new customers.
Conversions are gold.
SOCIAL MEDIA IS NOT FREE.
1. It takes skilled people.
2. It takes technology.
3. It takes time and effort.
… all of which are limited resources.
We have… rocks.
These resources=
100%of your budget
Head CountAdvertising
E-Marketing
Inbound Call Center
Sales Dept.Public Relations
MarketingI.T.
Accounting
These resourcesgenerate
100%of your business
Which buckets do we emptyto fill this new one?
Understand that a newSocial Media program’sfunding doesn’t appear
out of thin air.:
Okay fine. But if I’m going to take a chanceon this social media thing,
it had better make good businesssense! Why should I allocate
resources to it?
Reason #1:It will result in a cost reduction.
Maybe in customer service?You mentioned something about
business intelligence andmarket research?
Reason #2:It will generate more revenue.
I want more transactions, more net new customers,
more customer loyalty,etc.
Business Justification
SAY HELLO TO:
R.O.I.
R.O.I.RETURN ON INVESTMENT
THE R.O.I. EQUATION
Investment Expectation of return
ROI =COST OF INVESTMENT
(GAIN FROM INVESTMENT - COST OF INVESTMENT)
THE R.O.I. EQUATION
Truth about R.O.I.
ROI is a business metric, not a media metric.
ROI is 100% media-agnostic.
Only measuring digital or social won’t get you anywhere.
The idea with the most promise wins.
To prove it, you need a plan AND sound metrics.
Improvement + Cost Reduction Idea: Customer Service
Improvement + Cost Reduction Idea: Customer Service
- One CSR can handle several customers at once. - Customers don’t have to wait on hold.- “Accents” are no longer an issue.- Resolution times remain the same, but to thecustomer, they seem considerably shorter.- CSRs spend less time on each ticket.- 140 Characters keeps things simple.- Transparency of process = positive PR.- Added convenience for customers on the go.- Proactive Customer Service can generate loyaltyand capture market share. (Angry consumers could be a competitor’s customers.)- Even a 10% shift to twitter customer servicecould yield significant cost savings.- Run simulations and measure impact.
Other cost-reduction ideas:
Business Intelligence / Market Research
Increased Reach through SM = Lower CPI (cost per impression)
In-network recruiting = lower recruiting costs
Now, to generate more revenue…
Objectives should be specific.
F.R.Y.FREQUENCY, REACH, YIELD
Increase how often customers buy from us each monthIncrease the net number of transacting customersIncrease average spend per transactionEtc.
What if you aren’t “for profit?”
You still depend on some kind of revenue to function:Grants, funding, donations, membership fees, etc.
Same thing.
Revenue is revenue. Budgets are budgets. Money is money.
Zero value, unless hype is your currency.
We’re doing Social Media! Woohoo!!!
The Problem.
I’m a Social Media guru.Love isn’t about ROI, baby.Forget your greedy ways.
ROI is NOT:Return on InspirationReturn on InvolvementReturn on InnovationReturn on ImmersionReturn on ImaginationReturn on ImportanceReturn on InboundReturn on ImbecilityReturn on IgnoranceReturn on Incompetence
ROI is:Return on Investment.
R.O.I. Confusion - A tale of operational silos
Engagement R.O.I.Different Focus + Different perspective
Reason #1:COST REDUCTION
Reason #2:REVENUE GENERATION
Remember what Mr. Bossman said…
Okay, hotshot,You have your Social Media doohickey.Now I’d better see some real results!
Or else…
I shrank my PR budget by 20%and my outbound call budget by 40%.
Now I can afford a team of social mediaRock stars. Can I get a hellz yeah?
Woohoo!I have a job!!!
Dudes, we are ON THIS!!!
Let’s start engagin’!!!
I call dibs on theCorporate blog.
One Month Later…
ACCOUNTING
Cool.
Oh my! Look at all the newvisitors to our website!
and all of our FaceBook friends!Hot Damn, we even have
comments on the blog!
What about ourTwitternets?
This rocks!I never had it so
good!!!
Three Months Later…
ACCOUNTING
Cool.
Monitoring to base…Monitoring to base…
Our Google Analytics are throughthe roof! Even our social mentions
are wicked good!We have liftoff!
Yeah but…What about
the P&L?
Measuring mediareally rocks my
world.
Six Months Later…
ACCOUNTING
Anything?
Nope.
Nada.
What kind of mood is The old man in today?
Not good.He doesn’t care how many visitors
the website gets, or how manyeyeballs we estimate we’ve reached
unless it means we’re sellingmore stuff.
But why?Our website is getting
mad hits, Jack!And we have 3,000 followers
on Twitter now!
I’m sorry, son.If your Social Media program
is generating revenue, we aren’tseeing it. We need to allocate
resources where we canmake money.
It’s just business.
Darn it.This media measurement
stuff isn’t working.
We need to starttying this stuff to actualBusiness performance.
Where to start?Let’s see…
At the beginning?
Non-financial impact = potential.
ROI = actualized potential.
Social Media Activity - Vertical/Lateral
Ultimately, Social Media activity has to positively impact customer behaviors and drive revenue in order to deliver R.O.I.
Step 1: Establish a baseline
8% YoY Growth
Step 2: Create Activity Timelines
Step 3: Monitor impact on conversationsWhat are people talking about and where?Map topics, keywords, trends, links, etc.
Step 4: Measure transactional precursors
Measuring transactional precursors
If you can, also look at # of transactions
Also measure net new customers
NNC is a measure of effective reach,not just media reach.
Transaction data should be specific
F.R.Y.FREQUENCY, REACH, YIELD
How often customers transact. (transactions per month)How many customers you are reaching. (net new customers)How much they spend. ($ per transaction)
Step 5: Finally, look at Sales Revenue
Step 6: Overlay your data onto a timeline
activities
transactions
social data
web data
loyalty metrics
etc.
We overlaid all of our timelinesand noticed that since our social media
activities began, our website visits are up,our social mentions are also up, and
everyone seems to love us.
So is there a discernable pattern
in this?
Step 7: Look for patterns
Before After
Impact
ImpactImpact
No Impact
Uncertain Impact
Step 8: Prove & disprove relationships
Before After
How was this groupTouched by SM or WOM?
(And how was it not?)
Look for patterns
Before After
Impact
ImpactImpact
No Impact
Uncertain Impact
Prove & disprove relationships
Before After
How was this groupTouched by SM?
How longwill all this
analysis take? It’s all a processof elimination, really.
Isolating patterns, quantifying deltas,proving ad-hocs…
Then allwe have to do is
figure out what the cost savings and revenue gains
are, and plug them into the equation.
Oh wow.This R.O.I. thing
wasn’t at all aboutmeasuring media,impressions and
eyeballs!
First things first: Prove that Social Media works
ACCOUNTING
All things remaining the
same…
We may have proof ofconcept.
Hot damn!
So it turns out that our Social Media program is impactingevery aspect of our business except
traffic in our brick and mortar stores.Can you get on that? Yeah. We need
to find out why we aren’t havingan effect there. Kthxbye.
Proper R.O.I. Analysis helps identify areas of improvement
Dudes, we are ON THIS!!!
Let’s start engagin’!!!
I’ll start crafting somewicked blog posts.
More store traffic.Roger that.
Drinks for Everybody!
And please, no more of this.
I’m a Social Media guru.Behold my army of followers.My personal brand is golden.
Only measurefollowers, fans, visitors,
downloads, click-throughs,mentions and web stats.
That’s Social Mediameasurement, baby!
Dig it.
What a Social Media win looks like:
What a Social Media win looks like:
Facebook.com/oldspice
94,000 followersVelocity: 8K to 66K in only 2 days
16,000,000 viewsMost response videos >200,000 views
706,000 fans/likes… sharing videos with friends on their wall
But will it “sell soap?”
Sales of body wash up 107% in the first month.(It’s a good start, but will it be enough to justify the campaign’s expense?)
(It already has.)
“Increasing revenue” is too abstract.
F.R.Y.FREQUENCY, REACH, YIELD
How often customers transact. (transactions per month)How many customers you are reaching. (net new customers)How much they spend. ($ per transaction)
Strategy drives tactics - Tactics drive metrics
FREQUENCY
REACH
YIELD
How can we leverage Social Media to influence customers tobuy from us more often?How can we measure changes in this behavior?
How can we leverage Social Media to acquire net new customers?How can we measure increased reach and conversions?
How can we leverage Social Media to influence customers to spend more per transaction?How can we measure changes in this behavior?
I just figured outhow to increase deodorant sales
by about 9%!
FREQUENCY
YIELD I know how to increase yield!!!
Let them eat cake!
Awareness
Run through it logically.
AwarenessCampaign*
RetweetJoin club
ShareEtc.
Altered PurchasingBehavior
Track appropriate metrics
Create a “take the challenge” page where users log their product purchase.CRM captures that data at point of sale.Same store sales increase but market share remains the same.Etc.
Measurement should not be a religion. Adapt: Measure what makes sense.
Ask away.
Olivier Blanchard864.630.7398www.thebrandbuildermarketing.com@thebrandbuilder (on Twitter)
But wait… there’s more!
Measuring success: Defining metrics early
? ? ?? ?
Non-financial objective?
A leads to B leads to C leads to D...
Measuring success: Defining metrics early
? ? ?? ?
Non-financial objective?Start here.
Define Metric/value.What is my target?How much $ do I need to do this?
Measuring success: Defining metrics early
? ? ?? ?
Non-financial objective?
Now move here.My $ target is $x.Where do I measure changes in $x?What behaviors leads to this?
Measuring success: Defining metrics early
? ? ?? ?
Non-financial objective?
Now move here.My targets are X, Y and Z.My metrics are M, N and O.My channels are P, Q, R and SWhat behaviors drive these targets?
Plan first. Map out the route.Identify relevant metrics every step of the way.
Measure here…
Not here.
Now start from the beginning. 1. Baseline. 2. Timeline…You planned from outcome to catalyst.
Now measure from catalyst to outcome.R.O.I. = financial metrics within this process.
Your metrics
Q: What is the 2012 objective?
(Not 5,000,000 fans on Twitter)
A: Re-election.
Main non-financial objective(s)Get re-elected in 2012
Q: What is my most important resource?
A: Campaign funding. (It enables everything.*)
* Understand your business and its mechanics. If you don’t, you are flying blind.
Main non-financial objective(s)
My $ target is $x.Where do I measure changes in $x?What behaviors leads to this?
Q: How does Social Media fit in?
A: Above all else, it yields campaign contributions.
A: How it yields campaign contributions.1. Directly through vertical engagement
2. Indirectly, through lateral engagement (WOM + peer influence)
Main non-financial objective(s)
Let’s plug-in F.R.Y., just for fun.
Can we increase the frequency of contributions?
Note: Most Obama For America online supporters gave little, but they gave often. Frequency was a key factor in the O4A strategy.
Can we increase the frequency of contributions?
YES.Increase frequency of interactionsAsk more oftenUpdate swag more oftenRepeat message more oftenEngage more oftenSM is more cost effective than paid media
Main non-financial objective(s)
To specifically drive
Can we increase our reach?
Second largest search engine in the world, only to Google
Twitter now has over 100 MILLION registered users.
55,000,000 tweets per day.
37% of users tweet from their phones.
All talking to each other all day long.
Facebook has over 500 MILLION users
Millions of people are content publishers now.
Don’t forget…
Can we increase our reach?YES.Be everywhere.Seed and grow our channelsHelp our supporters share contentAsk our fans to share contentArm our fans with toolsMake our reach strategy clearVertical + Lateral engagement
Main non-financial objective(s)
To specifically drive
Can we increase our Yield?
Can we increase our Yield?
YEP!Foster depth of engagementDevelop and build loyaltyIncrease involvement of fansUnderstand the value of timingBuild clarity of purposeAsk when we need to ask
Main non-financial objective(s)
To specifically drive
Because the objectives dictate the tactics...
… the objectives also dictate the metrics.
The metrics are the vital signs of your program.
Every measurement you take has its place and tells its part of the story.
4
2
53
Start here…
Ignore here.1
Connect the dots.
R.O.I. is a crucial link in the measurement chain.
Ask away.
Olivier Blanchard864.630.7398www.thebrandbuildermarketing.com@thebrandbuilder (on Twitter)
http://smROI.net
Thank you!
www.redchairgroup.com
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