Proving Your Worth: Social Media's ROI
Nov 01, 2014
Proving Your Worth: Social Media's ROI
Who We AreA team of strategists, user experience experts, creatives and developers
Who We Work WithIndustry Leaders in Telecom, Fashion, Home Goods, Utilities, Finance and Philanthropy
Make a Difference
Listening + Engaging
Donate & Volunteer
Awareness
Consideration
Selection
Donate & Volunteer
Retention
Loyalty
Advocacy
CustomerLifecycle
Awareness
Consideration
Selection
Donate and Volunteer
Retention
Loyalty
Advocacy
Objectives&
Milestones
AwarenessConsiderationSelectionDonate and
VolunteerRetentionLoyaltyAdvocacy
CustomerExperience
Awareness
ConsiderationSelecti
on
Donate and
Volunteer
RetentionLoyaltyAdvocacy
SocialADVERTISING
Social SEARCH/SEO
Social SHOPPING
Social COMMERCE
Social SERVICING
Social CRM
Social PR
Example
SocialADVERTISING
Social SEARCH/SEO
Social SHOPPING
Social
COMMERCE
Social
SERVICING
Social
CRM
Social
PR
Awareness
ConsiderationSelecti
on
Donate and
Volunteer
RetentionLoyaltyAdvocacy
REACH
INTENTION
CONVERSION
$ $$ $$$
REFRERRAL
Evaluation&
Metrics
Buy or Sell or Hold
Fundraiser or “Friendraiser”
Summary
• It’s about $• It’s about listening and engaging• It’s about creating value throughout the customer lifecycle• It’s about aligning your objectives and milestones based on your
ability to serve your customers needs at every step• It’s about implementing measures and metrics that let you see
you are succeeding • It is about correlating success with $: revenue, cost savings and
cost avoidance• Finally, it’s about accepting that not everything is measurable, like
the value of a great friend
Questions &
Thank you!