The QSR Media Dispersion: Pre, Mid & Post Pandemic – By the Numbers
Omma metrics larry freed
1. Quantifying Social Media Value & Its Impact on the Bottom Line Larry FreedPresident and CEOForeSee Results (734) 205-2555 Larry.Freed@ForeSeeResults.com Twitter: larryfreed Blog: www.FreedYourMind.com www.ForeSeeResults.com
6. The Multi-Channel Consumer How many site visitors prefer to research online and then buy in the store? 22% 3% prefer to research in store and buy online Source: ForeSee Results Top 40 E-Retail Satisfaction Index 2010 for US
7. The Multi-Channel Consumer 47% of site visitors came to research 38% of site visitors came to purchase Source: ForeSee Results Top 40 E-Retail Satisfaction Index 2010 for US
8. Where & Why Consumers Engage with Social Media Source: ForeSee Results Top 40 Holiday Retail Satisfaction Index, February 2010
9. Where & Why Consumers Engage with Social Media Source: ForeSee Results Top 40 Holiday Retail Satisfaction Index, February 2010
21. Social Media>Search>SEM>Site>Cart>Abandon Analysis Visitor came through AdWord program Visitor because of a recommendation from a friend on a social network Item added to cart, different from recommendation Cart abandoned
23. Social Media>Search>SEM>Site>Cart>Abandon>Store>App>Purchase Analysis Visitor came through AdWord program Visitor because of a recommendation from a friend on a social network Item added to cart, different from recommendation Cart abandoned Visit Store Use App and do not purchase Purchase in Store
24. Social Media>Search>SEM>Site>Cart>Abandon>Store>App>Purchase Analysis Visitor came through AdWord program Visitor because of a recommendation from a friend on a social network Item added to cart, different from recommendation Cart abandoned Visit Store Use App and do not purchase Purchase in Store
25. Social Media>Search>SEM>Site>Cart>Abandon>Store>App>Purchase Analysis Visitor came through AdWord program Visitor because of a recommendation from a friend on a social network Item added to cart, different from recommendation Cart abandoned Visit Store Use App and do not purchase Purchase in Store
26. You cannot manage what you do not measure What you measure will determine what you do
27. What are you doing about it? 71% of companies with a social media plan are setting up metrics & tracking methods Source: eMarketer July 24, 2010 from Digital Brand Expression Report , Social Media Without a Parachute
32. Social Media Value Calculation Benchmark 188 sites and 290,000+ consumers 1% of site visitors came directly from a social media site (referring URL) 18% were influenced by social media Those users influenced by Social Media have higher average order size Source: ForeSee Results Social Media Value Calculation Benchmark
33. Social Media Value Calculation Benchmark 188 sites and 290,000+ consumers 1% of site visitors came directly from a social media site (referring URL) Are less satisfied Are more likely to purchase Have lower average order size Source: ForeSee Results Social Media Value Calculation Benchmark
34. Social Media Value Calculation Benchmark 188 sites and 290,000+ consumers 8%of site visitors indicated Social Media was a primary influence of their site visit 7% of site visitors indicated Social Media was a secondary influence of their site visit 6% of site visitors indicated Social Media was a tertiary influence of their site visit Source: ForeSee Results Social Media Value Calculation Benchmark
35. Social Media Value Calculation Benchmark 188 sites and 290,000+ consumers Public, Retail and Non-Retail sectors have the same social media performance Source: ForeSee Results Social Media Value Calculation Benchmark
38. Don’t just measure success through the eyes of the organization. impressions # of visits geographic data conversion rates % of repeat orders sales per visitor referring urls bounce rate keywords cost-per-visitor average time on site campaign roi cost-per-click % of new orders # of new visitors lead generation page views
40. Measuring Success SUCCESS Measured through the eyes of the customer Was the customer satisfied? Did the customer’s experience meet their expectations? as a result of their experience? Did the customer return, recommend or purchase
41. Customer Satisfaction: Key Success Metric SATISFACTION A measure of success from the customers’ perspective A combination of what you get and what you expect Traditional metrics don’t allow you to measure success in the eyes of your visitors Drives behavior Which drives value, loyalty, word-of-mouth and cost efficiency Consumers have freedom of choice and will go where they are satisfied
67. Top Takeaways You can’t manage what you don’t measure Satisfaction drives conversion, loyalty, retentionand word-of-mouth Measure success of your social media effortsacross controlled, sponsored and viral networks The consumer is a cross-channel consumer Measure success through the eyes of your customers
68. Larry FreedPresident and CEOForeSee Results (734) 205-2555 Larry.Freed@ForeSeeResults.com Twitter: larryfreed Blog: www.FreedYourMind.com www.ForeSeeResults.com Questions?
