Social Media ROI Sample Metrics
BRAND AWARENESS
Business Metrics Social media metrics that align to business objec;ves
What is the brand’s social market share?
BRAN
D AWAREN
ESS METRICS
Share of Voice Reach
Social Reputa5on Score & Share of Voice Metrics
CUSTOMER ACQUISITION
Business Metrics
Social media can be u;lised throughout the sales cycle. However, the only metric that will interest the business is number of incremental sales achieved
Social media metrics that align to business objec;ves
CUSTO
MER A
CQUISITIO
N METRICS
Sales metrics
Social Leads passed to sales team: 100 Social Leads closed: 10
Value of leads closed: $30,000
CUSTOMER SATISFACTION METRICS
Business Metrics
Accurate sen;ment analysis is crucial when measuring customer sa;sfac;on
Social media metrics that align to business objec;ves
CUSTO
MER SATISFACTIO
N METRICS
Sa5sfac5on Scoring Customer Sa5sfac5on Metrics
Sa5sfac5on Metrics
• How does the audience feel about the brand? • Track the reputa;on of every business-‐cri;cal topic and sub-‐topic • View the share of posi;ve, neutral and nega;ve sen;ment per brand/topic • Compare against compe;;on for greater insight
OVERALL SEN
TIMEN
T View sen5ment over 5me
Sen5ment for Brand A Sen5ment for Brand B
Comparison over ;me or to compe;;ve brands to achieve a frame of reference
MARKETING METRICS
Marke5ng Metrics Measure and boost the impact of social ac;vi;es with key audience metrics
Awareness, Acquisi5on, Ac5va5on and Sa5sfac5on metrics
Social Media Ac5va5on
Social Media Acquisi5on
• How are regular followers turning into advocates? • How much of the audience is saying posi;ve things about the
brand? • ︎How effec;ve have recent campaigns been at producing
advocates? • ︎Which topics have the most passionate and excited users?
• Awareness -‐ How far could the brand’s message spread? • Acquisi;on -‐ What’s the growth of the community? • Ac;va;on -‐ How successfully are we engaging with the
community? • Sa;sfac;on -‐ How does the audience feel about the brand?
• Where are users coming from? • Which segments of the base are growing/shrinking? • How is total base broken down by market segmenta;on?
Awareness, Acquisi5on, Ac5va5on and Sa5sfac5on metrics
• Which social channels reach the largest poten;al audience? • Which topics reach more users on specific channels?
Customer Acquisi5on and Ac5va5on report
Measure and boost the impact of your social ac;vi;es with a real-‐;me snapshot of key audience engagement metrics.
Compare different brands share of voice over 5me
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