Social Media R.O.I<br />Sandra, Sarvin and Nizar<br />
We all know what they are and how they work…<br />
      How can Social Media help business?<br />But…<br />
Social Media for Organisations<br />Public Relations<br />Online presence, management of online reputation and WOM<br />Re...
Social Media for Organisations<br />Member Loyalty<br />Interaction, deepen customer relationship<br />Members Support<br ...
Example of Recruitment<br />
First… Have a Clear Objective<br />What is it that you want to achieve out of your Social Media tool? <br />Increase in do...
Return on Investment Equation<br />(Gain from Investment – Cost of Investment) <br />ROI = <br />Cost of Investment<br />I...
Investment - Return Relationship<br />$$$<br />$$$<br />Non-Financial Impact<br />Financial Impact<br />Investment<br />Ac...
To Generate Positive R.O.I…<br />Your Social Media campaign must: <br />Increase FREQUENCY of donations<br />Increase REAC...
Impact of Social Media<br />Non-Financial Impact    VS      Financial Impact<br />Website visitors<br />Impressions<br />#...
Measuring ROI<br />Establish a baseline (Before and After Social Media)<br />Create an activity timeline <br />Monitor imp...
Some Examples of Social Media ROI<br />Cost per interaction in customer support averages $12 via the contact center versus...
Old Spice<br />
Old Spice: ROI<br />11 million views<br />183 video reactions<br />increased sales by 107%<br />Twitter saw 22,000 comment...
Thank You<br />
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Social media roi

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Social media roi

  1. 1. Social Media R.O.I<br />Sandra, Sarvin and Nizar<br />
  2. 2. We all know what they are and how they work…<br />
  3. 3. How can Social Media help business?<br />But…<br />
  4. 4. Social Media for Organisations<br />Public Relations<br />Online presence, management of online reputation and WOM<br />Results<br />Capture new members, increase frequency of donations, exposure to events and activities and lower cost in terms of advertising and promotion<br />
  5. 5. Social Media for Organisations<br />Member Loyalty<br />Interaction, deepen customer relationship<br />Members Support<br />Feedback and response, cost reduction <br />Human Resources<br />Effective recruiting (Ernst and Young) <br />
  6. 6. Example of Recruitment<br />
  7. 7. First… Have a Clear Objective<br />What is it that you want to achieve out of your Social Media tool? <br />Increase in donation funds?<br />Brand Awareness? <br />Building your NPO’s Brand?<br />Engage with volunteers, employees and donors?<br />Will it save me money? How about increase in volunteers?<br />Will it generate donations? How about positive WOM? <br />
  8. 8. Return on Investment Equation<br />(Gain from Investment – Cost of Investment) <br />ROI = <br />Cost of Investment<br />Investment in terms of time, money, human resources (wages)<br />
  9. 9. Investment - Return Relationship<br />$$$<br />$$$<br />Non-Financial Impact<br />Financial Impact<br />Investment<br />Action<br />Reaction<br />ROI lives here<br />
  10. 10. To Generate Positive R.O.I…<br />Your Social Media campaign must: <br />Increase FREQUENCY of donations<br />Increase REACH of donors and volunteers<br />Increase YIELD of amount spent<br />
  11. 11. Impact of Social Media<br />Non-Financial Impact VS Financial Impact<br />Website visitors<br />Impressions<br />#Fans/Friends/Followers/views<br />Comments<br />Increase in donations<br />Cost Savings<br />Increased number of volunteers<br />
  12. 12. Measuring ROI<br />Establish a baseline (Before and After Social Media)<br />Create an activity timeline <br />Monitor impact on conversation and the quality of it<br />Measure and take note of where your audiences are coming from (Facebook, Flickr, Youtube, Blog…)Measure number of transactions and net new members<br />Observe Revenue (Donation, Grant, Sales)<br />Overlay abovementioned data together and look for a pattern <br />
  13. 13.
  14. 14. Some Examples of Social Media ROI<br />Cost per interaction in customer support averages $12 via the contact center versus $0.25 via self-service options. (Forrester, 2006)Cost Savings<br />Jupiter Research (now Forrester) reported in 2006 that customers report good experiences in forums more than twice as often as they do via calls or mail.Observing where customers are talking<br />Ebayfound in 2006 that participants in online communities spend 54% more than non-community users. Increase in revenue<br />
  15. 15. Old Spice<br />
  16. 16. Old Spice: ROI<br />11 million views<br />183 video reactions<br />increased sales by 107%<br />Twitter saw 22,000 comments in 3 days.<br />
  17. 17. Thank You<br />
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