Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Simon Rogers


Published on

Simon Rogers, Head of Sales at Market Sentinel presents "How to manage your reputation and measure the ROI."
Simon presented at KMP Digitata's Reputation Management seminar on the 7th May at the MDDA in Manchester.

Published in: Business, Technology
  • Be the first to comment

  • Be the first to like this

Simon Rogers

  1. 1. What is the ROI on social media marketing? Mark Rogers CEO Market Sentinel April 2009
  2. 2. <ul><li>Market Sentinel founded 2004 </li></ul><ul><li>Specialist reputation management and word of mouth monitoring </li></ul><ul><li>Enables organisations to: </li></ul><ul><ul><li>Identify the topics and themes in online chatter that affect sales or reputation </li></ul></ul><ul><ul><li>Identify sites and commentators which have influence over your brand </li></ul></ul><ul><ul><li>Focus social media strategies to connect with your stakeholders </li></ul></ul><ul><ul><li>Improve visibility in organic search </li></ul></ul><ul><ul><li>Measure outcomes from a campaign to prove ROI on marketing and PR investment </li></ul></ul>Introduction
  3. 3. Some Customers
  4. 4. What is “social search” and why does it matter?
  5. 5. Search is brand <ul><li>This is how searchers’ eyes move on the page </li></ul><ul><li>Organic search dominates the “golden triangle” </li></ul><ul><li>75% of searchers are buyers (GVU/Georgia Inst) </li></ul>
  6. 7. Social search is not just … it’s Google! <ul><li>Search ranking is determined by “relevant”, contextual links, giving authority by link and linker </li></ul><ul><li>This makes conversational networks extremely important, giving influencer to those who are talking about a topic </li></ul><ul><li>A brand may be part of that conversation, but the conversation is not bounded by the brand </li></ul>
  7. 8. Top ten results “top broadband speed” Google UK
  8. 9. How does a brand identify and join relevant conversations?
  9. 10. Monitor sentiment: because advocacy works …
  10. 11. What does it look like?
  11. 12. Identify influencers: they can teach you about your brand <ul><li>Social network analysis </li></ul><ul><li>Construct a network around the topic </li></ul><ul><li>Crawling around a search phrase </li></ul><ul><li>Following all links, until context is lost </li></ul><ul><li>Perform citation indexing </li></ul><ul><li>High score = relevance = authority = influence about differing levels of &quot;connectedness&quot; or authority? </li></ul><ul><li>Method predicts offline influence </li></ul><ul><ul><li>US DoD study on Persia, Israeli study on Defence spending </li></ul></ul>
  12. 13. What are the characteristics of influencers? <ul><li>Not what you would expect ... &quot;bloggers&quot; </li></ul><ul><li>Tend to be connected &quot;sources&quot; </li></ul><ul><li>Directories, databases, charities </li></ul><ul><li>Approaching them requires different methodologies </li></ul><ul><li>- via existing networks, through existing promoters </li></ul><ul><li>- neutrally, through tailored content </li></ul><ul><li>- through opt-in offers </li></ul><ul><li>&quot;cold“ </li></ul><ul><li>Profiling is vital </li></ul>
  13. 14. It always goes to the product <ul><li>What are the key strengths of your product? </li></ul><ul><li>How do they relate to the themes of the commentary you have identified? </li></ul><ul><li>What are the things that differentiate you and which drive positive word of mouth? </li></ul><ul><li>Pick one of the themes which goes to the heart of your product </li></ul>
  14. 15. Results: Stakeholder Map Hot HatchBack
  15. 16. Strategy: action first, then comms
  16. 17. How does this apply to a campaign? <ul><li>Has my NPI moved in response to my campaign - +ively? </li></ul><ul><li>Has my NPI moved in response to my actions (e.g. in customer service)? </li></ul><ul><li>Can I trace other responses? </li></ul><ul><li>What new topics are driving conversation, how can I respond? </li></ul><ul><li>Finally, what is the outcome of the campaign relative to a campaign with no WoM element? </li></ul><ul><li>P&G claim uplift of 10%. </li></ul><ul><li>Travel companies report 26%-42% uplift on clickthroughs in paid search </li></ul>
  17. 18. Evidence of ROI: Avis
  18. 19. Flood the network Case study H&R Block: online tax returns
  19. 20. How it was done <ul><li>“ Communicate through content” </li></ul><ul><li>Content customised for channels </li></ul><ul><li>Demographics less important than psychographics “I just want my tax refund now” </li></ul><ul><li>5% of digital spend </li></ul><ul><li>0.5% of total ad spend </li></ul><ul><li>Own community website, SecondLife, YouTube (+ video syndication), Twitter, MySpace, Facebook, widgets </li></ul>
  20. 21. How it was done <ul><li>TaxTools, product information, edutainment </li></ul><ul><li>Assets created and reused </li></ul><ul><li>Late changes to tax system – interest in tax news drove traffic to blog </li></ul><ul><li>H & R Block grow awareness 52% </li></ul><ul><li>11% growth in tax services business, feeding net income rose to $544m from an $86m loss the previous year </li></ul>
  21. 22. <ul><li>Cadbury were considering a microsite reviewing the option of bringing back the bar and canvassing opinion </li></ul><ul><li>We established that there was already a huge and growing demand for the return of the Wispa </li></ul>Just listen and act Case study – Cadbury: Wispa
  22. 23. <ul><li>Cadbury shunned a “marketing” approach, but brought the bar back </li></ul><ul><li>Then explained why … </li></ul><ul><li>23 million bars sold in the initial launch and now >80 million – outselling all other chocolate bars 2:1 </li></ul><ul><li>Reintroduction now permanent. Marathon and Opal Fruits have launched copy cat campaign </li></ul>Cadbury: Wispa
  23. 24. <ul><li>Can you give your customers a reason to talk about you? </li></ul>Start a conversation Case study: Cadbury Dairy Milk
  24. 25. <ul><li>What is being talked about? The ad or the product? </li></ul>But beware …
  25. 26. Recap: what are you looking for from social media marketing <ul><li>“ Buzz” or share of voice = social currency </li></ul><ul><li>Growth in participation, engagement </li></ul><ul><li>Advocacy: “Net Promoters” </li></ul><ul><li>Growth in Net Promoters around key issues that go to the heart of your brand </li></ul><ul><li>Decline in negative word of mouth on key topics that create “noise” (customer service, CSR) </li></ul><ul><li>Growth in influence on key topics that define your difference </li></ul><ul><li>Decline in customer service expenses </li></ul><ul><li>Growth in sales! </li></ul>
  26. 27. Contact <ul><li> AT </li></ul><ul><li>+44 20 7793 1575 (t); +44 7977 001372 (m) </li></ul>