Customer Oriented Goals Customer Support Brand Sentiment Brand Advocates Product Development
Measuring Customer Support Reduction in Support Costs Reduction in On-Site Support Increase Resolution Rate Improved Customer Satisfaction Increase Resolution Rate Leads Generated by Support
Measuring Brand Sentiment Sentiment by volume of posts and impressions Number of positive reviews generated Number of mentions of your brand’s value add Average resolution time to reputation crises
Save time and money by properly evaluating potential advocates.
Create a Scorecard Advocate Share of Voice Reach Topics Customer Overlap Peter Parker 5% 50,000 Arachnoids, Red Heads, Goblins Medium Hulk Hogan 2% 25,000 Tank Tops, Weight Lifting High Eric Cartman 12% 120,000 Cheesy Poofs, Racial Slurs Low