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What is Your Internal Priority?Sankaranarayanan

22-23, June 2012Chennai

Priority

"What we learned: Social media starts with brand priorities...It is all about what makes sense for each brand. What are the priorities, and what are the tools that support their goals?"

Mr Brian Snyder, Senior Manager, Interactive Communications, Whirlpool

Priority

Revenue Ideas

Stakeholder Support

Evangelism(CSR)

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RevenueMaking Money out of Co-Creation

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IdeaCrowd Sourcing

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Stakeholder SupportCustomer relations, investor relations

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EvangelismCorporate Social Responsiblity

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What is your Priority ?Hmmmm

What to Measure and ManageBusiness Measure Manage

Revenue Leads by channel

Conversions by channel

Visit loyalty

Review ratings

Effectiveness of social channels for conversion and revenue generation

Influence of social experience in purchase behaviour

Business Measure Manage

Ideas Number of submission of ideas through comments, polls, etc

Sharing of ideas through likes, RTs

Rating of ideas through votes

Unmet needs: pain areas of customers, lead users, non users

Which are most liked, desired ideas

Perspective on popularity of ideas

What to Measure and Manage

Business Measure Manage

Support Resolution rate

Resolution time

Satisfaction score

Member engagement

Support cost: how to use social media to bring down the support cost?

User generate support: How company can leverage the participation of members for providing customer support?

What to Measure and Manage

Business Measure Manage

Evangelism Positive, negative, neutral sentiment

No of fans, followers, for the cause

Top shared, liked, RTed content

Appeal: how people feel about your cause

Awareness: Conversation drivers/Frequently shared topics

What to Measure and Manage

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Setting up Social Business DashboardLink to the Worksheet on designing your own metrics