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Listen and Learn<br />new media, new metrics, new lessons<br /> @ambercadabra<br />@radian6<br />

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Top10 <br />conversationsto listen for<br />2<br />

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#10<br />The Complaint<br />2<br />

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#9 <br />The Compliment<br />2<br />

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#8 <br />The Problem<br />2<br />

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2<br />

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#7 <br />The Question<br />or Inquiry<br />2<br />

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The Campaign Impact<br />#6 <br />2<br />

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#5 <br />The Crisis<br />2<br />

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The Competitor<br />#4 <br />2<br />

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#3 <br />The Crowd<br />2<br />

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The Influencer<br />#2<br />2<br />

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The Point of Need<br />#1 <br />2<br />

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measuringsocial media<br />

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ExuberanceThe monthly count of twestimonials & positive posts<br />

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Attention spanAverage span of time a post is retweeted & commented on<br />

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ResonanceThe total volume of “in sync” conversation around an idea<br />

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ReverberationThe total volume of inbound linking and generations of retweetingof a post<br />

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

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

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

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

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ActivationThe monthly total of new sources that have shared your positive content.<br />

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ConversationThe total monthly relative share of conversation vs. competitors<br />

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EngagementThe amount of repeat commenting & length of those comments <br />

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determining<br />Impact<br />

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

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

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

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Conversation?@ambercadabra@radian6<br />