Social Media ROI at AIMSCda by @samfiorella

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The document discusses how corporations can measure return on investment (ROI) from social media engagement. It argues that misalignment between departmental social media strategies and overall corporate strategy leads to failure to achieve ROI. For ROI to be realized, each department's social media goals must align with and support the overarching business goals. By strategically aligning social media metrics to meaningful business metrics like profits, revenue, and retention, corporations can more accurately evaluate ROI from their social media activities.

There’s an ROI for anything that
generates value.
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What’s the main reason corporations can’t
create ROI from Social Media Engagement?
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Misalignment of each department’s SM
strategies to the Corp strategy = ROI fail

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BUSINESS PATH

BUSINESS GOALS

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DEPARTMENTAL PATH

MARKETING

BUSINESS GOALS

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COMMON SOCIAL MEDIA PATH
C-SUITE

MARKETING

BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

Corporations measuring social media are like
dogs chasing their tails

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Corporate social media measurement can
only be achieved when each dept’s goals are
aligned with that of the Corp

©2011 Sensei Inc. No Duplication Permission Granted

EFFECTIVE SOCIAL MEDIA PATH
CUSTOMER SERVICE

SALES

MARKETING

PUBLIC RELATIONS

HUMAN RESOURCES

C-SUITE

BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE

SALES

MARKETING

PUBLIC RELATIONS

HUMAN RESOURCES

C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE

SALES

MARKETING

PUBLIC RELATIONS

HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE

SALES

MARKETING

PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE

SALES

MARKETING
REPUTATION MANAGEMENT
PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE

SALES
LEAD GENERATION & NUTURING
MARKETING
REPUTATION MANAGEMENT
PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
CUSTOMER SERVICE
REVENUE GENERATION
SALES
LEAD GENERATION & NUTURING
MARKETING
REPUTATION MANAGEMENT
PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
RETENTION
CUSTOMER SERVICE
REVENUE GENERATION
SALES
LEAD GENERATION & NUTURING
MARKETING
REPUTATION MANAGEMENT
PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

SOCIAL MEDIA GOALS
Metrics?
RETENTION
CUSTOMER SERVICE
REVENUE GENERATION
SALES
LEAD GENERATION & NUTURING
MARKETING
REPUTATION MANAGEMENT
PUBLIC RELATIONS
ACQUISITION OF TALENT
HUMAN RESOURCES
SUBJECT MATTER EXPERTISE
C-SUITE
PROFITS
BUSINESS GOALS

©2011 Sensei Inc. No Duplication Permission Granted

Social Media Metrics do not equal Business
ROI. Profits = ROI

©2011 Sensei Inc. No Duplication Permission Granted

MEANINGFUL BUSINESS METRICS

RETENTION
CUSTOMER SERVICE
# of customer complaints found PROFIT?
# of customer complaints resolved PROFIT?

LEAD GENERATION & NUTURING
MARKETING
# fans/followers PROFIT?
# of blog comments/responses PROFIT?

PROFITS
BUSINESS GOALS
©2011 Sensei Inc. No Duplication Permission Granted

MEANINGFUL BUSINESS METRICS
RETENTION
CUSTOMER SERVICE

customer complaints found METRIC

©2011 Sensei Inc. No Duplication Permission Granted

MEANINGFUL BUSINESS METRICS
RETENTION
CUSTOMER SERVICE

customer complaints found METRIC

customer complaints rectified?

©2011 Sensei Inc. No Duplication Permission Granted

MEANINGFUL BUSINESS METRICS
RETENTION
CUSTOMER SERVICE

customer complaints found METRIC

customer complaints rectified?

WHY? RESULT?

ANALYTICS

©2011 Sensei Inc. No Duplication Permission Granted

MEANINGFUL measurement

Awareness Support
Interest PURCHASE Loyalty
Desire Advocacy

MEANINGFUL measurement

METRICS METRICS
Awareness Support
Interest PURCHASE Loyalty
Desire Advocacy

MEANINGFUL measurement

METRICS METRICS
Awareness Support
Interest PURCHASE Loyalty
Desire Advocacy

IMPACT ON CUSTOMER VALUE: MEASUREMENT

Sam Fiorella – Sensei
www.senseiwisdom.com
@samfiorella

The document discusses how corporations fail to show a return on investment from social media engagement because they do not properly align the social media strategies of different departments with the overall corporate strategy. It argues that for a social media strategy to be effective and its impact measurable, each department's social media goals must support and align with the overarching business goals of the corporation. Only by defining metrics that logically and emotionally connect social media engagement to customers and profits can corporations truly measure the impact of social media on business performance and return on investment.

Sam fiorella senseimarketing_socialmediamasters_toronto_oct72011

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The document discusses how corporations fail to achieve ROI from social media engagement because departments' social media strategies are not aligned with the overall corporate strategy. It argues that social media measurement at the corporate level can only be achieved when each department's goals are aligned with the business goals. The document presents models showing how social media goals for different departments can align to ultimately support broader business goals and metrics related to profits and ROI.

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Managing your team to higher quotas with social selling

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E20summit Rawnshah 120207043040 Phpapp01

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Understanding Social Business Excellence - Enterprise2.0Summit 2012, Paris

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Sb Overview Gartner Pcc Sept 2011

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Presentation given at Michigan State University Social Media Executive Seminar on the calculating the return on social media based on customer lifetime value. Understand the metrics and value calculations of social ROI Learn how to quantify social media contributions to the bottom-line Determine the impact that social media has on sales and other parts of the business, and their interrelatedness

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Where has all the top talent gone? In the past, the people we wanted to hire for our companies were plentiful and easy to find. Lately, their skills are all wrong, and keeping the talent we already have is harder and harder as well. It may seem counterintuitive to look to social media marketing and branding for the answers, but at its heart, HR and social media are both about relationships. During this session, the managing director of social and talent strategies at an IT professional services firm will help you build a strategic framework for social media planning. You'll find out how to define your employer brand, ways to perform and employer brand audit on social media, what a social careers page can do to energize your company's reputation, and how to measure the success of your employer branding efforts to command the attention of your company's C-suite executives.

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Digital Transformation Frameworks: Driving Digital Excellence

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[To download this presentation, visit: https://www.oeconsulting.com.sg/training-presentations] This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date. Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success. These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes. Frameworks/Models included: Microsoft’s Digital Transformation Framework McKinsey’s Ten Guiding Principles of Digital Transformation Forrester’s Digital Transformation Framework IDC’s Digital Transformation MaturityScape MIT’s Digital Transformation Framework Gartner’s Digital Transformation Framework Accenture’s Digital Strategy & Enterprise Frameworks Deloitte’s Digital Industrial Transformation Framework Capgemini’s Digital Transformation Framework PwC’s Digital Transformation Framework Cisco’s Digital Transformation Framework Cognizant’s Digital Transformation Framework DXC Technology’s Digital Transformation Framework The BCG Strategy Palette McKinsey’s Digital Transformation Framework Digital Transformation Compass Four Levels of Digital Maturity Design Thinking Framework Business Model Canvas Customer Journey Map

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Digital Transformation Frameworks: Driving Digital Excellence

Registered-Establishment-List-in-Uttarakhand-pdf.pdf

Social Media ROI at AIMSCda by @samfiorella

1. SOCIAL MEDIA ROI

2. ROI?

3. ROI?

4. ROI?

5. apocalypse

6. community

8. You want what?

9. The Social Inquisition

10. If it has value…

12.

23. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

24. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

25. SOCIAL MEDIA GOALS CUSTOMER SERVICE SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

26. SOCIAL MEDIA GOALS CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

27. SOCIAL MEDIA GOALS RETENTION CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

28. SOCIAL MEDIA GOALS Metrics? RETENTION CUSTOMER SERVICE REVENUE GENERATION SALES LEAD GENERATION & NUTURING MARKETING REPUTATION MANAGEMENT PUBLIC RELATIONS ACQUISITION OF TALENT HUMAN RESOURCES SUBJECT MATTER EXPERTISE C-SUITE PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

30. SOCIAL MEDIA METRICS RETENTION CUSTOMER SERVICE # of customer complaints found # of customer complaints resolved LEAD GENERATION & NUTURING MARKETING # followers/fans # of blog comments/responses REPUTATION MANAGEMENT PUBLIC RELATIONS % positive vs. negative comments Trend in content tone on brand mentions ©2011 Sensei Inc. No Duplication Permission Granted

31. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE # of customer complaints found PROFIT? # of customer complaints resolved PROFIT? LEAD GENERATION & NUTURING MARKETING # fans/followers PROFIT? # of blog comments/responses PROFIT? PROFITS BUSINESS GOALS ©2011 Sensei Inc. No Duplication Permission Granted

35. MEANINGFUL BUSINESS METRICS RETENTION CUSTOMER SERVICE customer complaints found METRIC customer complaints rectified? WHY? RESULT? ANALYTICS REFERRAL? SALES FUNNEL UPSELL? ©2011 Sensei Inc. No Duplication Permission Granted RETENTION? PROFIT

36. MEANINGFUL measurement Awareness Support Interest PURCHASE Loyalty Desire Advocacy

37. MEANINGFUL measurement METRICS METRICS Awareness Support Interest PURCHASE Loyalty Desire Advocacy

38. MEANINGFUL measurement METRICS METRICS Awareness Support Interest PURCHASE Loyalty Desire Advocacy IMPACT ON CUSTOMER VALUE: MEASUREMENT

39. KPI mapping

40. PROFIT is NOT a 4-letter word.

41. Dear CEO… it’s your lead.

42. Sam Fiorella – Sensei www.senseiwisdom.com @samfiorella

Social Media ROI at AIMSCda by @samfiorella

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