New Media, New Metrics

Listen and Learn
new media, new metrics, new lessons
@ambercadabra
@radian6

Top10
conversationsto listen for
2

#10
The Complaint
2

#9
The Compliment
2

#8
The Problem
2

#7
The Question
or Inquiry
2

The Campaign Impact
#6
2

#5
The Crisis
2

The Competitor
#4
2

#3
The Crowd
2

The Influencer
#2
2

The Point of Need
#1
2

measuringsocial media

ExuberanceThe monthly count of twestimonials & positive posts

Attention spanAverage span of time a post is retweeted & commented on

ResonanceThe total volume of “in sync” conversation around an idea

ReverberationThe total volume of inbound linking and generations of retweetingof a post

Bucket VolumeCompare the monthly counts of post types (ie. complaints, referrals etc..)

PotentialCompare the monthly counts of point of need declarations & estimated revenue/closed

InfatuationScore of the relative direction of inbound & outbound links/tweets between sources.

RepetitionAverage times per month a source inbound links/retweets your content

ActivationThe monthly total of new sources that have shared your positive content.

ConversationThe total monthly relative share of conversation vs. competitors

EngagementThe amount of repeat commenting & length of those comments

determining
Impact

Revenue and Business Development
Length of Sales Cycle
Repeat Customers
Customer Retention Rate
New Leads
Referrals
Transaction Value
Customer Lifetime Value
Conversions (subscribers to sales)
Website purchases
Organic search > sales
% of converted leads (offline vs. online)

Cost
Savings
Shorter Issue Resolution Time
% of issues resolved online vs. offline
Decrease in support calls
Recruiting costs
Training costs
% of Account Turnover
Overhead Costs of Communication
Viable Community-Driven Innovation
Concept-to-Development Cycle

Value
Awareness
& Influence
Brand Loyalty
Sentiment
Share of Conversation
Frequency of Mentions
Net Promoter Score
Subscribers
Engagement Levels
Inbound Links
Votes, Tags, Bookmarks
Fans, Followers, Group Members

Conversation?@ambercadabra@radian6

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New Media, New Metrics

by Salesforce Marketing Cloud

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New Media, New Metrics Presentation Transcript