Service Thinking - Influencer Metrics

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Service Thinking - Influencer Metrics

  1. 1. Service Thinking Influencer Metrics Presented by Jerrica Naito Luca Di Cocco Raivis Kampenuss
  2. 2. Key Topics ● Intro of Service Thinking ● Influencer marketing ● Ecosystem dashboard ● Influencer Metrics Model
  3. 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. 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. 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. 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. 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. 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. 9. Influencer Metrics Model PRESS ME TO CU S S ES S SIN ER BU RTN PA RS ORGANIZATION
  10. 10. Influencer Metrics Model PRESS IBM CU S TO ME RS S ES S SIN ER BU RTN PA INFLUENCEES

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