The document discusses various social media metrics that can be used to measure return on investment for social media campaigns. It provides definitions and examples of metrics like reach, engagement, share of voice, sentiment analysis, and more. The goal is to help set measurable objectives for brands and agencies, and to allow for performance to be monitored, analyzed and improved over time. All metrics can be compared against competitors and industry benchmarks.
Social Media is new emerging media, with interactive and
connecting characteristic. Many brands already use social
media is a new touch poin for customer.
They are ready to invest more to optimize their social
media asset. And like other investment, the next big thing
is ROI (Return of Investment)
By knowing the various metrics in social media, you can be better in measuring your ROI campaign in social media. You can measure the correlation between the changes of these metrics to sales
Το IAB, σε συνεργασία με την Carat Insight, διερεύνησε μια μεγάλη και προχωρημένη αγορά όπως είναι η Αγγλία, σχετικά με τη δύναμη της ψηφιακής επικοινωνίας στο branding.
Ο κ. Νίκος Σύμπουρας, Γενικός Διευθυντής της Aegis Media Hellas θα παρουσιάσει τη νέα μεθοδολογία, που απομακρύνεται από το κλασικό μοντέλο brand awareness και ad recall, και θα παρουσιάσει top-line αποτελέσματα από τα 4 industries που εξετάστηκαν στα πλαίσια της έρευνας: το retail marketing, τα μικρά αυτοκίνητα, τα αναψυκτικά και τα προϊόντα περιποίησης μαλλιών.
2012 brings big changes to brands’ usage of Twitter
Of the 258 Brands monitored, 9% did not use Twitter
Only 10% of brands did not tweet in 2012, down from 28%
in 2011
75% of brands use Twitter to both broadcast and engage
Brands tweet less frequently in 2012 than they did in 2011
The most popular platform for tweet publication is the standard Twitter web interface
...
The Kaizo Advocacy Index is designed to provide a perspective on a brand’s online
reputation and recommendations.
It ranks a brand based upon a methodology that emulates the way consumers and
businesses assess brands online, looking at what they actually find when they search
through Google and other social media search tools.
Social Media is new emerging media, with interactive and
connecting characteristic. Many brands already use social
media is a new touch poin for customer.
They are ready to invest more to optimize their social
media asset. And like other investment, the next big thing
is ROI (Return of Investment)
By knowing the various metrics in social media, you can be better in measuring your ROI campaign in social media. You can measure the correlation between the changes of these metrics to sales
Το IAB, σε συνεργασία με την Carat Insight, διερεύνησε μια μεγάλη και προχωρημένη αγορά όπως είναι η Αγγλία, σχετικά με τη δύναμη της ψηφιακής επικοινωνίας στο branding.
Ο κ. Νίκος Σύμπουρας, Γενικός Διευθυντής της Aegis Media Hellas θα παρουσιάσει τη νέα μεθοδολογία, που απομακρύνεται από το κλασικό μοντέλο brand awareness και ad recall, και θα παρουσιάσει top-line αποτελέσματα από τα 4 industries που εξετάστηκαν στα πλαίσια της έρευνας: το retail marketing, τα μικρά αυτοκίνητα, τα αναψυκτικά και τα προϊόντα περιποίησης μαλλιών.
2012 brings big changes to brands’ usage of Twitter
Of the 258 Brands monitored, 9% did not use Twitter
Only 10% of brands did not tweet in 2012, down from 28%
in 2011
75% of brands use Twitter to both broadcast and engage
Brands tweet less frequently in 2012 than they did in 2011
The most popular platform for tweet publication is the standard Twitter web interface
...
The Kaizo Advocacy Index is designed to provide a perspective on a brand’s online
reputation and recommendations.
It ranks a brand based upon a methodology that emulates the way consumers and
businesses assess brands online, looking at what they actually find when they search
through Google and other social media search tools.
Social media benchmarking: Beyond sentiment and share of voice, presented by ...SocialMedia.org
In his Brands-Only Summit Pre-Conference presentation, U.S. Bank's Troy Janisch talks about evaluating your brand, customer service, and reputation in social media among peers.
He explains how to benchmark, create social media scorecards, define key indicators, and determine what is actionable.
VPS giá rẻ, Trung tâm dữ liệu trực tuyến Datacenter, Máy tính ảo dựa trên nền điện toán đám mây chuẩn nhất tại Việt Nam chỉ có tại http://www.Longvan.net
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Pesquisa acadêmica apresentado ao Curso de Direito da Faculdade de Ensino Superior de Linhares, como requisito parcial para avaliação. Orientadora: Profª Esp. Giovana Aparecida Fazio Zanetti Isaac.
Um slide compartilhado por e-mail pela Luciana Romana da Silva sobre o histórico da Faceli - Faculdade de Ensino Superior de Linhares até a presente data de 2016.
Social Media is new emerging media, with interactive and
connecting characteristic. Many brands already use social
media is a new touch point for customer.
They are ready to invest more to optimize their social
media asset. And like other investment, the next big thing
is ROI (Return of Investment).
By knowing the various metrics in social media, you can be better in measuring your ROI campaign in social media. You can measure the correlation between the changes of these metrics to sales.
Intervention de Hugues POE - BMMA - Solvay. Ce programme a été créé conjointement avec la BMMA et la VUB. Un partenariat, c’est le meilleur de chaque entité. L’EMMA, c’est le carnet d’adresse et la connaissance de terrain de la BMMA, Belgian Management & Marketing Association, et l’excellence académique de la Solvay Brussels School of Economics & Management (SBS-EM/ULB) et de la Vrije Universiteit Brussels (VUB).
Social media benchmarking: Beyond sentiment and share of voice, presented by ...SocialMedia.org
In his Brands-Only Summit Pre-Conference presentation, U.S. Bank's Troy Janisch talks about evaluating your brand, customer service, and reputation in social media among peers.
He explains how to benchmark, create social media scorecards, define key indicators, and determine what is actionable.
VPS giá rẻ, Trung tâm dữ liệu trực tuyến Datacenter, Máy tính ảo dựa trên nền điện toán đám mây chuẩn nhất tại Việt Nam chỉ có tại http://www.Longvan.net
VPS giá chỉ từ 250k bạn đã có cấu hình 1 core, 1 Gb RAM, 50Gb HDD với bản quyền window miễn phí
Website:
http://longvan.net/dich-vu-cloud-dau-tien-gia-re-hoac-dang-ky-dung-thu-mien-phi.html
Pesquisa acadêmica apresentado ao Curso de Direito da Faculdade de Ensino Superior de Linhares, como requisito parcial para avaliação. Orientadora: Profª Esp. Giovana Aparecida Fazio Zanetti Isaac.
Um slide compartilhado por e-mail pela Luciana Romana da Silva sobre o histórico da Faceli - Faculdade de Ensino Superior de Linhares até a presente data de 2016.
Social Media is new emerging media, with interactive and
connecting characteristic. Many brands already use social
media is a new touch point for customer.
They are ready to invest more to optimize their social
media asset. And like other investment, the next big thing
is ROI (Return of Investment).
By knowing the various metrics in social media, you can be better in measuring your ROI campaign in social media. You can measure the correlation between the changes of these metrics to sales.
Intervention de Hugues POE - BMMA - Solvay. Ce programme a été créé conjointement avec la BMMA et la VUB. Un partenariat, c’est le meilleur de chaque entité. L’EMMA, c’est le carnet d’adresse et la connaissance de terrain de la BMMA, Belgian Management & Marketing Association, et l’excellence académique de la Solvay Brussels School of Economics & Management (SBS-EM/ULB) et de la Vrije Universiteit Brussels (VUB).
inTV - How to harness the power of conversations - full presentationBelinda Barker
It is widely accepted that brands which harness the power of conversations exponentially increase the value of their paid media with earned media. However, it is a common misconception that social media is the golden bullet when it comes to generating buzz - only 10% of conversations about brands are online and this research shows that less than 5% are in social media. The vast majority of brand conversations are actually in the real world among real people. So what gets the conversation started in the first place? And what influences the tone of voice used and ultimately what impact does that have on brand consideration and sales?
In November 2012 the inTV group commissioned InSites Consulting, which is an award winning specialist agency in the field of WOM research, to help answer these questions. InSites conducted a large scale survey of over 1,600 online interviews across 5 European countries (UK, France, Germany, Italy and Spain) among matched samples of inTV viewers and non-viewers. The research focused on 6 key product categories and maps conversations at a brand level in the following sectors - banking & finance, automotive, travel destinations, mobile/tablets, airlines and watches.
Presentation made by Sociagility's Niall Cook to the Chartered Institute of Marketing's Levitt Group of senior marketers on Friday 16 March 2012 in London.
For more information about Enterprise 2.0: How social software will change the future of work, please go to http://www.enterprise2dot0.com.
Social Media and reputation: what you can learn from big companiesAddison Group
A presentation we made for Project DigitISE, who hosted 'Get the Digital Edge', a series of workshops and seminars for University of Westminster students exploring digital literacy skills and employability.
We look at what online reputation is, why it matters, and how social media can affect it. By examining these questions in the light of FTSE100 activity on social media channels, we ask what it means for the individual.
Presentation built in the context of a marketing strategy class taken at Brandeis International Business School.
After a three-month simulation competitive simulation allowing me to pilot a car manufacturing company, I created a presentation to be submitted to shareholders in order to assess the development and achievements of the company after a virtual period of one year.
Creating an Effective Social Customer Listening Programme, Naomi Trickey - Br...Our Social Times
With the rise of social media, customers expect brands to be listening to them. They also expect a response to their comments and questions - often within short timescales. Citing genuine brand case studies, Naomi explains how to create an effective listening programme, how to filter large volumes of data and how to meet your customers' expectations.
Social media workshop: part two - Matthew Wallis, Senior Vice President Sales...Demand Generation Summit
With or without our help, communities of interest are forming around categories and products – and even our brands. This session, led by Wendy Tarr of IBM and Matthew Wallis of Quark, looks at how to get the most out social media and how much influence you can (and should) have:
Matthew shares Quark’s experience of building a new community using social media.
www.demandgenerationsummit.com
2020 Social Decoding The Social In Social CRM2020 Social
Slides from the 2020 Social workshop on Decoding the Social in Social CRM.
This deck has been used for the following workshops:
- Private workshop for a CRM product firm in India.
- Talk at Talisma Insights 2010.
Update history:
- March 2010
- June 2010
7 effective strategies to use social media for your businessMilena Regos
A road map for businesses of any size to understand the importance of social media and social media marketing and how to approach new media the right way from understanding how to use social media right for their business, identify their audience is, where to find good content, how to listen online, how to engage, how to save time on a daily basis and how to measure social media efforts. I gave this presentation live to Nevada County Online group in Grass Valley, CA on July 24, 2012.
« En 2013, le top 25 des marques les plus présentes dans la vie des Belges apporte une nouvelle démonstration de la transformation digitale de notre société », Hugues Rey, CEO, Havas Media Belgique.
La montée des marques digitales (4 dans le top 5) - le maintien des marques locales (7 dans le top 25)
L’analyse du Top 25 des marques les plus présentes dans la vie des Belges (classement basé sur le score d’exposition perçu par les 15-64 ans ) nous confirme qu’une marque sur deux est une marque digitale ou ICT. Mieux, le Top 5 est constitué quasi exclusivement de marques digitales ou technologiques (Google, Microsoft, Facebook et Nokia), à l’exception de Coca-Cola qui se classe quatrième.
Les marques locales se distinguent également, en présentant 7 dans le Top 25 : Belgacom, Côte d’Or, Spa, Proximus, Colruyt et Delhaize.
La même analyse menée sur la cible 15-34 ans nous rappelle que Facebook et Apple sont plus plébiscitées par les jeunes générations. Certaines marques font leurs apparitions ou progressent de façon exemplaire: Kellog’s, Danette, Peageot, Senseo et Garnier. La sentence est malheureusement négative pour Spa et Proximus
Social Media Shakedown of Top Brands in September 2013Unmetric
Heineken drops people on desert islands as part of an elaborate campaign played out on social media channels, T-Mobile continues its customer oriented approach with fast replies to questions on Facebook and American Express asked customers what their #passionproject was
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
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This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
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HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
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Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
RMD24 | Debunking the non-endemic revenue myth Marvin Vacquier Droop | First ...BBPMedia1
Marvin neemt je in deze presentatie mee in de voordelen van non-endemic advertising op retail media netwerken. Hij brengt ook de uitdagingen in beeld die de markt op dit moment heeft op het gebied van retail media voor niet-leveranciers.
Retail media wordt gezien als het nieuwe advertising-medium en ook mediabureaus richten massaal retail media-afdelingen op. Merken die niet in de betreffende winkel liggen staan ook nog niet in de rij om op de retail media netwerken te adverteren. Marvin belicht de uitdagingen die er zijn om echt aansluiting te vinden op die markt van non-endemic advertising.
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Memorandum Of Association Constitution of Company.pptseri bangash
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A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
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Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
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Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
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It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
2. Background
Social Media is new emerging media, with interactive and
connecting characteristic. Many brands already use social
media is a new touch poin for customer.
They are ready to invest more to optimize their social
media asset. And like other investment, the next big thing
is ROI (Return of Investment)
3. Objective
To set the metrics for social media campaign
To make understandable and achieveable goals for Brand and
Agency
Make sure every efforts can be monitor, analyze and improve
Everything should comparable with competitor and industry
5. Reach
Reach is the maximum number of audience is exposed to our
message.
Example calculation:
@ XYZ tweeted a message to its 1000 followers .
The message got retweeted in 2 times by @ ABC (1700
followers) and @ DEF (followers 500).
Then the reach of that message is: 1000 + 1700 + 500 = 3200
6. Engagement
Engagement is the amount obtained by the interaction of a
message. On Twitter, this interaction may be a reply, retweet,
click to link, favorite. On Facebook, the interaction can be like
and comment.
Example calculation:
@ XYZ tweeted a message to 1000 followers.
That message got replied 3 times and 30 times retweeted.
So the engagement is 3 + 30 = 33
7. Share of Voice
SoV shows the number of mentions of a brand in social media mentions
compared to the total industry (brand and competitors)
Earned Media Share
Brand Negative Neutral Positive Total
# brand mention / # total industry
mention
Brand A 4906 13705 7125 25736 29,32%
Brand B 3752 10342 5119 19213 21,89%
Brand C 4783 10535 4454 19772 22,53%
Brand D 1047 4822 1449 7318 8,34%
Brand E 4584 7243 3905 15732 17,92%
Grand Total 19072 46647 22052 87771 100,00%
8. Share of Netizen
SoN displays the number of unique users who have mentioned the brand
in social media as compared with the total unique user industry (brand
and competitors)
Share of netizen
Brand Unique User
# brand unique user / # industry unique user
Brand A 13705 29,38%
Brand B 10342 22,17%
Brand C 10535 22,58%
Brand D 4822 10,34%
Brand E 7243 15,53%
9. Share of Media
Share of Media is similar to Share of Voice, the distribution is calculated
based only on the media. Mapping the brand based on a number of social
media conversation.
Share of Forum Share of Twitter Share of Facebook
Faceboo # brand mention / # # brand mention / # # brand mention / #
Brand Forum Twitter
k total industry total industry total industry
mention mention mention
Brand A 4906 13705 7125 25,72% 29,37% 32,31%
Brand B 3752 10342 5119 19,67% 22,16% 23,21%
Brand C 4783 10535 4454 25,08% 22,57% 20,20%
Brand D 1047 4822 1449 5,49% 10,33% 6,57%
Brand E 4584 7243 3905 24,03% 15,52% 17,71%
10. Media Distribution
Displays the distribution of media used by the user when the conversation
about the brand and the industry.
The output obtained is spread in accordance with the distribution of social
media conversations. Assist decision making in the conduct media planning
.
Media Distribution
Media Negative Neutral Positive Total
# media - # all media
Twitter 4906 13705 7125 25736 29,32%
Facebook 3752 10342 5119 19213 21,89%
Forum 4783 10535 4454 19772 22,53%
Youtube 1047 4822 1449 7318 8,34%
Online News 4584 7243 3905 15732 17,92%
11. Share Of Category
Share of Category is similar to Share of Voice, only calculated based on the
distribution in a category. For example in the banking industry, monitoring
can be divided based on deposits, loans, ATM card, credit cards, etc.
Brand can find the strength and weaknesses of competitors in social media in
detail.
Share of ATM Share of Credit Card Share of Saving
Credit
Brand ATM Saving # brand mention / # # brand mention / # # brand mention / #
Card
total industry total industry total industry
mention mention mention
Brand A 4906 13705 7125 25,72% 29,37% 32,31%
Brand B 3752 10342 5119 19,67% 22,16% 23,21%
Brand C 4783 10535 4454 25,08% 22,57% 20,20%
Brand D 1047 4822 1449 5,49% 10,33% 6,57%
Brand E 4584 7243 3905 24,03% 15,52% 17,71%
12. Share Of Influencer
Measure influencers who are aware of the brand compared to the total
industry influencers. Influencer is a person who has the authority as well as
influential and trusted by their environment to talk about the brand and our
industry.
The more influencers are talking positively about a brand, the better the
public's perception of the brand.
Share of Influencer
Brand Influencer
# brand influencer / # industry influencer
Brand A 1370 29,38%
Brand B 1034 22,17%
Brand C 1053 22,58%
Brand D 482 10,34%
Brand E 724 15,53%
13. Share Of Sentiment
Measure the percentage of positive sentiment, neutral and negative of a brand.
Sentiment can be shared by the media and categories.
Brand can compare its sentiment with the industry average sentiment
Brand Negative Neutral Positive
Brand A 4906 13705 7125
Brand B 3752 10342 5119
Brand C 4783 10535 4454
Brand D 1047 4822 1449
Brand E 4584 7243 3905
14. Net Sentiment
Net Sentiment (NS) is the net value of sentiment: the opinions and feelings
of consumers expressed in social media, to a brand in the world of social
media. There are 2 (two) way of calculating Net Sentiment (NS), namely:
• NS 1 = Total positive mention + Total neutral mention - Total negative
mention
• NS 2 = Total positive mention - Total negative mention
NS1 NS2
Brand Negative Neutral Positive # positive + # netral - %
# positive - # negative
negative
Brand A 4906 13705 7125 15.294 2219
Brand B 3752 10342 5119 11.709 1367
Brand C 4783 10535 4454 10.206 -329
Brand D 1047 4822 1449 5.224 402
Brand E 4584 7243 3905 6564 -679
15. Sentiment Index
Is the index scoring sentiment of a brand compared with industry sentiment.
Sentiment Index only calculated the positive and negative sentiment.
With the Sentiment Index, a brand can directly find out the public perceptions
in social media in comparison with competitors and industry.
Sentiment Index
Brand Negative Neutral Positive # positive brand/# positive industry
- # negative brand/# negative
industry
Brand A 4906 13705 7125 0,06
Brand B 3752 10342 5119 0,03
Brand C 4783 10535 4454 -0,05
Brand D 1047 4822 1449 0,01
Brand E 4584 7243 3905 -0,06
16. Social Influence Measurement Score
Social Influence Marketing (SIM) is an index that measures the effect of a
brand in social media. The formula of Social Influence Marketing (SIM) is as
follows:
SIM SCORE = (% Total positive mention of the brand /% Total mention of the
category) + (% of Total neutral mention of the brand /% Total mention of the
category) - (% Total negative mention of brand /% Total mention of category)
RazorFish's SIM Score
Brand Negative Neutral Positive Total Brand's Net Sentiment /
Category's Net Sentiment
Brand A 4906 13705 7125 25736 32,09%
Brand B 3752 10342 5119 19213 23,59%
Brand C 4783 10535 4454 19772 20,57%
Brand D 1047 4822 1449 7318 10,53%
Brand E 4584 7243 3905 15732 13,23%
17. Net Brand Reputation
Net Brand Reputation (NBR) is the net value of the brand's reputation in the
number of social media. This value is approximately equal to the Net Promoter
Score (NPS). Calculation of Net Brand Reputation (NBR) is as follows:
NBR =% total positive mention -% Total negative mention
Calculation of Net Brand Reputation (NBR) aims to simplify the method of
measurement of consumer loyalty to a brand. With this index, we can focus on
raising a positive mention (called a "promoter") and reduce the negative
mentions (called "detractors")
Net Brand Reputation
Brand Negative Neutral Positive Total
% positive - % negative
Brand A 4906 13705 7125 25736 18,44%
Brand B 3752 10342 5119 19213 15,41%
Brand C 4783 10535 4454 19772 -3,56%
Brand D 1047 4822 1449 7318 16,11%
Brand E 4584 7243 3905 15732 -8,00%
Grand Total 19072 46647 22052 87771 7,25%
18. Brand Favourable Talkability
Brand Talkable Favourability (BTF) is a measurement of the conversation of a
brand that is considered positive, neutral and negative. The difference between
Brand Talkable Favourability (BTF) and Net Brand Reputation (NBR) is that the
neutral is considered a good mention, because it involved talking about the
brand. The formula of Brand Talkable Favourability (BTF) is as follows:
BTF = (% total positive mention +% of Total neutral mention) -% Total negative
mention
Brand Favourable Talkability
Brand Negative Neutral Positive Total % positive + % neutral - %
negative
Brand A 4906 13705 7125 25736 61,87%
Brand B 3752 10342 5119 19213 60,94%
Brand C 4783 10535 4454 19772 51,62%
Brand D 1047 4822 1449 7318 71,39%
Brand E 4584 7243 3905 15732 41,72%
Grand Total 19072 46647 22052 87771 56,54%
19. Earned Media Shared By Sentiment
Earned Media Share of Voice by Sentiment (EMSS) concept is the same as Brand Talkable
Favourability (BTF), but measured in the context of a product category. Thus, the denominator is not
limited to one brand only conversation, but conversation of all existing brands in that product
category. The formula of Earned Media Share of Voice by Sentiment (EMSS) is as follows:
EMSS = (% total positive mention of the brand /% total positive mention of the category) = (% of Total
neutral mention of the brand /% of Total neutral mention of the category) - (% Total negative
mention of brand /% Total negative mention of category)
Earned Media Share by Sentiment
Brand Negative Neutral Positive Total % total positive mentions in the category + %
total neutral mentions in the category - % total
negative mentions in the category
Brand A 4906 13705 7125 25736 35,97%
Brand B 3752 10342 5119 19213 25,71%
Brand C 4783 10535 4454 19772 17,70%
Brand D 1047 4822 1449 7318 11,42%
Brand E 4584 7243 3905 15732 9,20%
20. Complaint Visibility
The number of complaint which can be solved compared to the
total number of complaint.
This value can also be compared with the competitors and the
industry, so the brand can find the index of quality social media
customer service to industry
Complaint Visibility
Response
Brand Total Complaint
Complaint
# response complaint / # total complaint
Brand A 13705 25736 53,25%
Brand B 10342 19213 53,83%
Brand C 10535 19772 53,28%
Brand D 4822 7318 65,89%
Brand E 7243 15732 46,04%
21. Response Time
Average time taken by the brand to respond to the mention of the
user.
This value can also be compared with the competitors and the
industry, so the brand can find the index of quality social media
customer service to industry.
< 2 Hours 2-4 Hours > 4 Hours
Response
Brand Total % positive + % neutral - # brand mention / # total
Complaint % positive - % negative
% negative category mention
Brand A 13705 25736 18,44% 61,87% 19,69%
Brand B 10342 19213 15,41% 60,94% 23,65%
Brand C 10535 19772 3,56% 51,62% 44,82%
Brand D 4822 7318 16,11% 71,39% 12,5%
Brand E 7243 15732 8,00% 41,72% 50,28%