corporate social media summit june 28 2011
DESCRIPTION
Companies monitor and track everything on social.TRANSCRIPT
SOCIAL MEDIA STRATEGY: MEASURING SUCCESS TO DRIVE STRATEGY
S U D H A J A M T H E , PAY PA L
@ S U J A M T H E
C O R P O R AT E S O C I A L M E D I A C O N F E R E N C E S A N F R A N C I S C O
J U N E 2 8 , 2 0 1 1
@SUJAMTHE #CSMSF
KNOW WHY YOU ARE LISTENING
Image: Thanks to zenoferox.blogspot.com
TWEET: Start with your goals #csmsf
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@SUJAMTHE #CSMSF
Marketing
• Awareness• Lead Gen
Campaigns• Pilot new
product/market/messaging
Social CRM
• Reduce Call Volume
• Engage Deeper with customers
PR/MarComm
• Brand Monitoring
• Triage• Competitiv
e Analysis• Influencer
Engagement
Product
• Get Feedback
• Sign Beta users
• Product Innovation
Reach Engagement Advocacy
9YOU DEFINE SUCCESS FIRST
@SUJAMTHE #CSMSF
TRACK CUSTOMERS BY SOCIAL LIFE CYCLE
Advocates
Ready ti purchase
Cautious Excitement
Awareness
0 1 2 3 4 5 6
PRSupportMarketing
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@SUJAMTHE #CSMSF
MONITOR AND RESPOND WITH REASON
Tool used: SM2 from Techrigy (Also can use Radian6)
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@SUJAMTHE #CSMSF
KNOW WHO CAN SCALE YOUR REACH
Tool used: Socialping.com for Twitter Influencer Report
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MEASURE WITH CONSISTENCYSEPARATE MONITORING FROM PUBLISHING
Tool used: hootsuite (Also can use sprinkler or cotweet)
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@SUJAMTHE #CSMSF
TAKE A HOLISTIC LOOK AT CONVERSATIONS
Tool used: Peoplebrowsr Viral Analytics
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@SUJAMTHE #CSMSF
MEASURE YOUR COMPETITION
Tool used: Socialnuggets.net for Market Analysis
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LIGHT UP YOUR EXISTING WORLD – DON’T WORK IN ISOLATION
@SUJAMTHE #CSMSF
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Image: Thanks to owner
DON’T FORGET: NUMBER DON’T DRIVE STRATEGY, YOU DO
@SUJAMTHE #CSMSF
Product Innovation
Campaigns ROI
Support call reduction
Value of increased customer engagement
Image: Thanks to jscreationzs
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@SUJAMTHE #CSMSF
Q&A
Contact:
Sudha Jamthe
@sujamthe
This deck online on Slideshare:
http://www.slideshare.net/sujamthe/