measuring the impact of social networking
DESCRIPTION
Could the net promoter score be used to measure the impact of increased use of social networking sites on unit sales?TRANSCRIPT
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Measuring social networking
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So you know that the corporate website
is where good content goes to die.
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and you have your engagement strategy…
© Daemon Group 2008
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and you’re following the seven point plan…
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…but how?
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Social networking drives word of
mouth…
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…word of mouth drives increased
unit sales…
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…is measuring word of mouth a
measure of social networking success?
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80% of CEOs believe their customers love their products…
yet only 8% of their customer’s agree with them.
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Satisfied customers tell their friends about their experiences…
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…but how many people do they tell through a social network?
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Net Promoter Score
Just ask your customer’s one simple question
Would you recommend the product to a friend or colleague?
Allows your business to track promoters and detractors
Produces a clear measure of the product’s performance
through its consumers' eyes.
All information on NPS sourced from Bain & Co
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Net promoter score (NPS)
1 2 3 4 5 6 7 8 9 10
Detractors Passives Promoters
Likelihood to recommend
% promoters minus % detractors = net promoter score
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