A Case Study in Social Media Measurement: Vistaprint Jeff Esposito Manager PR & Social Media Vistaprint @JeffEspo Paul Gilliham Director Customer Marketing Lithium @BladeFrog
Jan 15, 2015
A Case Study in Social Media Measurement: Vistaprint
Jeff EspositoManager PR & Social MediaVistaprint@JeffEspo
Paul GillihamDirector Customer MarketingLithium@BladeFrog
Agenda• Beginning of the road• Vision & Roadmap• Initial Measures• Metrics Evolved• What Should you be Tracking?• Questions
• Vistaprint is a leading online provider of professional marketing products and services to micro businesses and the home
• Micro business = business with 1-10 employees• Founded in 1995• Operate 24 localized websites and ship to over 120
countries• Serve over 9M customers annually
Getting Started
Learn
Respond
Listen
• Listen before acting• Identify who you are• Always be truthful• If you don’t know an
answer find one – don’t make something up
• Be professional• Show sincerity • Care about the customers• Clearly state hours
page/account is monitored
• Never belittle customers• Don’t get baited into a
shouting match• Admit if you’ve made a
mistake or misspoke•Work with customer service
to resolve order issues• Take the good with the bad• Don’t take anything
personally• You are responding on
behalf of Vistaprint not yourself
Rules of Engagement
What do you measure?
• Fans & Followers• Conversations• Revenue• Sentiment
First Year Grades• Fans & Followers– Twitter – 3,435 followers– Facebook – 5,513 fans
• Conversations– 9,224 1:1 interactions on Twitter alone
• Revenue– > $30,000 • ~ $25,000 via Twitter
What a difference a year makes
Fans/Followers 2009
Conversations 2009
Fans/Followers 2010
Conversations 2010
0 5000 10000 15000 20000 25000 30000 35000
Basic Metrics
Facebook Twitter
Metrics Evolved• Conversation share
– Total mentions/Overall industry mentions• Net Promoter Score (NPS)
– (Positive mentions + neutral mentions) – negative mentions/ Overall mentions
• Social Influence Marketing Score (SIM)– NPS x conversation share x 1,000
• Revenue– Value of an interaction
• Competitive trends• Trending Topics
What should you measure?
• What are your KPIs for success?• Audience– Fans/Followers
• Grow business– New leads– Sales from social channels
• Traffic– Site visits, people coming in after social
interactions
Questions?