Listen, Learn, and Engage<br />Data Analysis<br />The important part in data analysis is understanding the cause and affect your social media efforts have on increasing company profits. <br />Examples by Department:<br /><ul><li> Sales- Sales numbers don’t lie. Are they going up, down, or staying the same?
Customer/Product Support- Are customers turning to your company’s social media channels for support and therefore decreasing your call center volume? Opportunity for a decrease in call center expenses.
Marketing/PR- How are you able to get your company’s product or service message out to consumers through these social media channels? How is that message being received?
Corporate Communications- How does your messaging affect your corporate image amongst employees, stakeholders, influencers, and consumers? Does this image bolster your company credibility and potentially lead to increased sales, new employees, increased brand value, etc.? Perception is reality!
HR/Recruitment- Increased job candidates being funneled through social media has the potential to decrease job fair expenses or other expenses associated with corporate recruitment.
Research/Product Development- Are you listening to your consumer’s feedback about your product or service? Are you making improvements based on this information?
Listen, Learn, and Engage<br />What is your Engagement Value? <br />Engagement Value- The value derived from utilizing social media to engage with your company’s existing customers and prevent them from switching to a competitor.<br />Example: <br /><ul><li> Your customer spends on average $1,200 per year. (Customer’s Monthly Value=$100)
Through your social media efforts you successfully handle 50 customer support issues in one month.