The presentation by Rob Hoehn emphasizes that understanding alone does not yield ROI; action is essential. It outlines five key metrics for measuring success in a crowdsourcing community: impact, reach, engagement, satisfaction, and costs of implementation. Taking action based on these metrics can enhance participation, community sentiment, and ultimately improve business outcomes.

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Rob Hoehn
CEO and Founder
IdeaScale
rob.hoehn@ideascale.com
@ideascale

2. There Is No ROI on Understanding Alone
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Takeaways
! ROI requires action on the part of the implementer.
! There are five metrics for success that you should
consider for your crowdsourcing community:
! Impact
! Reach
! Engagement
! Satisfaction
! Costs of Implementation

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Impact
Impact: How much does an idea/
suggestion/feedback help you
meet your goal?
• Makes assessment easier
• More likely to add benefits to
business/end user.
How To: define community goals
early, assess feedback based on
those goals.
Ex: Kane Is Able trucking
The Striker

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Reach
Reach: How many people are
actually involved in your
community?
• Helps you manage messaging
• Helps you get beyond your regular
network
How To: calculate the number of
members, but also their networks
Fact: For every fan on Facebook,
there are 34 friends that also see
activity.
The Host

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Engagement
Engagement: The number of
people that not only contribute, but
help build community
• Improves participation in a
community
• Improves the quality of content
How To: reward members not for
participation, contributions, but for
generating interaction
Fact: Rewarding interaction impact
improves idea quality by 40%.
The Engager

7. Enter
Satisfactionyour presentation title here
Satisfaction: The level of
satisfaction that community feels
because they feel heard.
• Impacts employee satisfaction/
productivity
• Impacts brand sentiment/revenue
How To: Moderate and
communicate well.
Fact: Repeat customers spend 33%
more than new customers. Engaged
employees are 78% more likely to
recommend a product.
The Cat Herder

8. CostsEnter your presentation title here
of Implementation
Implementation: The cost of
making a great idea into a reality.
• Helps company maintain
budgetary bottom line
• Helps assess ideas based on
feasibility
How To: Get senior-level buy-in,
understand bottom lines early on.
Fact: The Netflix Prize
The Tesla

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If you go beyond understanding
and take action throughout the
crowdsourcing process, you stand
to improve:
• Participation Levels
• Community Sentiment
• Business Bottom Lines
For more information and a white
paper on the subject, visit
ideascale.com/understanding