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Sa#sfac#on	
  &	
  Digital	
  Metrics	
  
                                                                       Quan#fy	
...
Metric	
  4	
  –	
  Customer	
  Sa1sfac1on	
  
                                 Customer	
  Sa#sfac#on	
  Measured	
  by	
...
CSAT	
  is	
  not	
  the	
  same	
  as	
  awareness	
  
   and	
  is	
  more	
  closely	
  related	
  to	
  loyalty	
  
  ...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Brands	
  have	
  established	
  customer	
  
   bases	
  and	
  these	
  customers	
  have	
  
   experiences	
  with	
  ...
For	
  example,	
  a	
  major	
  automaker	
  
   measured	
  CSAT	
  and	
  brand	
  purchase	
  
   intent	
  finding	
  ...
Customers	
  who	
  had	
  problems	
  with	
  a	
  
   par#cular	
  car	
  brand	
  were	
  more	
  
   sa#sfied	
  and	
 ...
Why?	
  


HTTP://EMAGINE-GROUP.COM       BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Excellent	
  customer	
  service	
  if	
  there	
  
   was	
  a	
  problem	
  with	
  the	
  new	
  car	
  
   measurably	...
Therefore,	
  customer	
  sa#sfac#on	
  is	
  
   the	
  “golden”	
  marke#ng	
  metric	
  that	
  
   bridges	
  both	
  ...
So	
  how	
  do	
  we	
  measure	
  it?	
  




HTTP://EMAGINE-GROUP.COM               BRAND FOCUSED, SOCIALLY ACTIVE, DIG...
On	
  a	
  scale	
  of	
  1	
  to	
  10,	
  would	
  you	
  
   recommend	
  this	
  product/service	
  to	
  
   a	
  fri...
In	
  a	
  customer	
  service	
  environment,	
  
   only	
  the	
  people	
  who	
  answer	
  9	
  or	
  10	
  
   maUer...
So	
  here	
  is	
  my	
  ques#on	
  to	
  you	
  –	
  	
  
                                  	
  
      What	
  product	
...
“Would	
  you	
  recommend	
  to	
  a	
  
   friend?”	
  is	
  the	
  essen#al	
  ques#on	
  to	
  
   define	
  sa#sfied	
 ...
But	
  does	
  that	
  maUer	
  to	
  us	
  –	
  how	
  
   many	
  people	
  would	
  recommend	
  us?	
  




HTTP://EMA...
Fred	
  Reichheld	
  used	
  this	
  ques#on	
  to	
  
   define	
  another	
  essen#al	
  marke#ng	
  
   metric	
  known	...
The	
  Net	
  Promoter	
  Score	
  is	
  a	
  beUer	
  
   metric	
  for	
  customer	
  service	
  because	
  
   it	
  is...
To	
  get	
  the	
  Net	
  Promoter	
  Score	
  –	
  we	
  
   subtract	
  the	
  average	
  number	
  of	
  
   detractor...
The	
  difference	
  is	
  one	
  word	
  in	
  the	
  
   ques#on	
  –	
  recommend	
  becomes	
  
   sa#sfied	
  



HTTP:...
Why	
  is	
  this	
  a	
  beUer	
  metric?	
  




HTTP://EMAGINE-GROUP.COM              BRAND FOCUSED, SOCIALLY ACTIVE, D...
For	
  ac#onable	
  metrics,	
  it	
  is	
  beUer	
  to	
  
   ask	
  a	
  few	
  simple	
  ques#ons	
  that	
  
   focus	...
The	
  ul#mate	
  for	
  a	
  marketer	
  is	
  when	
  
   your	
  customers	
  are	
  so	
  excited	
  about	
  
   your...
Customer	
  evangelists	
  and	
  fans	
  
   demonstrate	
  their	
  emo#onal	
  
   connec#on	
  to	
  your	
  brand,	
 ...
A	
  customer’s	
  recommenda#on	
  is	
  
   the	
  best	
  compliment	
  your	
  customer	
  
   can	
  ever	
  give	
  ...
But	
  customer	
  sa#sfac#on	
  is	
  a	
  
   double-­‐edged	
  sword	
  –	
  ask	
  this	
  
   ques#on	
  instead	
  
...
What	
  product/service	
  would	
  
   you	
  not	
  recommend	
  to	
  a	
  friend?	
  




HTTP://EMAGINE-GROUP.COM    ...
This	
  ques#on	
  can	
  elicit	
  a	
  strong	
  
   response	
  –	
  simple	
  maintenance	
  
   issues,	
  incorrect	...
When	
  people	
  talk	
  more	
  about	
  bad	
  
   experiences	
  –	
  customer	
  sa#sfac#on	
  
   declines	
  decrea...
We	
  call	
  this	
  metric	
  the	
  golden	
  
   marke1ng	
  metric	
  because	
  it	
  links	
  
   brand	
  and	
  l...
Digital	
  Metrics	
  
                                             Measuring	
  Online	
  Success	
  




HTTP://EMAGINE-...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
There	
  seem	
  to	
  be	
  a	
  lot	
  of	
  qualita#ve	
  
    benefits	
  like:	
  
    	
  
    Loyalty	
  
    Trust	...
But	
  you’ve	
  probably	
  been	
  told….	
  
                               	
  
       “That	
  stuff	
  is	
  hard	
  ...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
It	
  is	
  easy	
  to	
  measure,	
  just	
  not	
  with	
  the	
  
 conven#onal	
  metrics	
  ….	
  
 	
  
 Because	
  i...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Metric	
  #1	
  –	
  Strength	
  of	
  Voice	
  




HTTP://EMAGINE-GROUP.COM                     BRAND FOCUSED, SOCIALLY ...
Strength	
  of	
  Voice	
  (SOV)	
  measures	
  the	
  
    brand	
  awareness	
  and	
  reputa#on	
  online.	
  




HTTP...
It	
  is	
  a	
  historical	
  analysis	
  of	
  how	
  many	
  
    people	
  have	
  been	
  talking	
  about	
  your	
 ...
Strength	
  of	
  Voice	
  
                                              	
  
         #	
  of	
  Conversa#ons	
  men#oni...
With	
  the	
  SOV	
  metric,	
  we	
  are	
  looking	
  at	
  
    the	
  %age	
  posi#ve,	
  %age	
  nega#ve	
  and	
  
...
Strength	
  of	
  Voice	
  #2	
  
                                       	
  
#	
  of	
  brand	
  men#ons	
  by	
  influenc...
Metrics	
  2	
  –	
  8	
  –	
  Marke1ng	
  Effec1veness	
  
                           Reach,	
  Engagement,	
  Lead	
  Gen...
This	
  equa#on	
  is	
  a	
  more	
  focused	
  
    approach	
  to	
  understanding	
  who	
  
    influences	
  your	
  ...
We	
  have	
  4	
  metrics	
  that	
  are	
  used	
  for	
  
    measuring	
  the	
  effec#veness	
  of	
  our	
  
    onli...
Social	
  Reach	
  is	
  the	
  total	
  #	
  of	
  followers	
  
    across	
  all	
  social	
  plajorms.	
  




HTTP://...
Social	
  reach	
  is	
  important	
  because	
  we	
  
    need	
  to	
  understand	
  how	
  many	
  people	
  
    to	
...
Social	
  reach	
  is	
  also	
  used	
  to	
  calculate	
  the	
  
    value	
  of	
  the	
  each	
  follower	
  to	
  th...
Value	
  of	
  Fan/Follower	
  
                                          	
  
                                 Social	
  ...
Engagement	
  
                                        	
  
#	
  Likes	
  +	
  #	
  of	
  Shares	
  +	
  #	
  Retweets	
  ...
Engagement	
  can	
  be	
  calculated:	
  
    	
  
    By	
  Campaign	
  
    Per	
  Specific	
  Social	
  Plajorm	
  
   ...
Influencer	
  Engagement	
  
                                       	
  
      Total	
  Number	
  of	
  Influencers	
  Aware...
Cost/Benefit	
  Analysis	
  
                                       	
  
                   ROI	
  of	
  Digital	
  Media	
...
Lead	
  Genera1on	
  Effec1veness	
  
                                             	
  
             #	
  of	
  new	
  lead...
Lead	
  Genera1on	
  Effec1veness	
  #2	
  
                                         	
  
#	
  of	
  new	
  leads	
  genera...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
This	
  is	
  only	
  the	
  beginning	
  of	
  the	
  journey	
  
    when	
  it	
  comes	
  to	
  digital	
  metrics.	
 ...
Customer Service & Digital Metrics
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Customer Service & Digital Metrics

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Understanding how to quantify the digital mediums

Customer Service & Digital Metrics

  1. 1. Sa#sfac#on  &  Digital  Metrics   Quan#fy  the  Online   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  2. 2. Metric  4  –  Customer  Sa1sfac1on   Customer  Sa#sfac#on  Measured  by  Asking   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  3. 3. CSAT  is  not  the  same  as  awareness   and  is  more  closely  related  to  loyalty   –  loyalty  feeds  awareness  in  the   behavioral  impact  model   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  4. 4. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  5. 5. Brands  have  established  customer   bases  and  these  customers  have   experiences  with  the  product/ service  that  defines  their  percep#on   of  the  brand   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  6. 6. For  example,  a  major  automaker   measured  CSAT  and  brand  purchase   intent  finding  a  one-­‐to-­‐one   connec#on  between  CSAT  and   repurchase  inten#on   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  7. 7. Customers  who  had  problems  with  a   par#cular  car  brand  were  more   sa#sfied  and  had  a  higher   repurchase  intent  than  those  who   did  not  have  any  problems  at  all.     HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  8. 8. Why?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  9. 9. Excellent  customer  service  if  there   was  a  problem  with  the  new  car   measurably  changed  percep#on   posi#vely  toward  the  brand   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  10. 10. Therefore,  customer  sa#sfac#on  is   the  “golden”  marke#ng  metric  that   bridges  both  loyalty  and  brand   awareness  –  and  can  be  used  as  a   leading  indicator  of  future  sales   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  11. 11. So  how  do  we  measure  it?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  12. 12. On  a  scale  of  1  to  10,  would  you   recommend  this  product/service  to   a  friend  or  colleague?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  13. 13. In  a  customer  service  environment,   only  the  people  who  answer  9  or  10   maUer,  everyone  doesn’t   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  14. 14. So  here  is  my  ques#on  to  you  –       What  product  or  service  would  you   recommend  to  a  friend?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  15. 15. “Would  you  recommend  to  a   friend?”  is  the  essen#al  ques#on  to   define  sa#sfied  customers   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  16. 16. But  does  that  maUer  to  us  –  how   many  people  would  recommend  us?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  17. 17. Fred  Reichheld  used  this  ques#on  to   define  another  essen#al  marke#ng   metric  known  as  –     The  Net  Promoter  Score   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  18. 18. The  Net  Promoter  Score  is  a  beUer   metric  for  customer  service  because   it  is  more  accurate   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  19. 19. To  get  the  Net  Promoter  Score  –  we   subtract  the  average  number  of   detractors  (score  0  –  6)  from  the   number  of  promoters  (9  –  10).   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  20. 20. The  difference  is  one  word  in  the   ques#on  –  recommend  becomes   sa#sfied   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  21. 21. Why  is  this  a  beUer  metric?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  22. 22. For  ac#onable  metrics,  it  is  beUer  to   ask  a  few  simple  ques#ons  that   focus  the  consumer’s  aUen#on   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  23. 23. The  ul#mate  for  a  marketer  is  when   your  customers  are  so  excited  about   your  products/services  that  they   recommend  to  friends  or  colleagues   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  24. 24. Customer  evangelists  and  fans   demonstrate  their  emo#onal   connec#on  to  your  brand,  so  they   become  the  marke#ng  department   –  everywhere!  Their  passion  adds   authen#city!   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  25. 25. A  customer’s  recommenda#on  is   the  best  compliment  your  customer   can  ever  give  your  brand     HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  26. 26. But  customer  sa#sfac#on  is  a   double-­‐edged  sword  –  ask  this   ques#on  instead   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  27. 27. What  product/service  would   you  not  recommend  to  a  friend?   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  28. 28. This  ques#on  can  elicit  a  strong   response  –  simple  maintenance   issues,  incorrect  billing,  and  terrible   customer  service   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  29. 29. When  people  talk  more  about  bad   experiences  –  customer  sa#sfac#on   declines  decreasing  future  sales  and   damaging  the  brand   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  30. 30. We  call  this  metric  the  golden   marke1ng  metric  because  it  links   brand  and  loyalty  in  the  behavioral   impact  model   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  31. 31. Digital  Metrics   Measuring  Online  Success   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  32. 32. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  33. 33. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  34. 34. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  35. 35. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  36. 36. There  seem  to  be  a  lot  of  qualita#ve   benefits  like:     Loyalty   Trust   Passion   Interac#on   Brand  Awareness   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  37. 37. But  you’ve  probably  been  told….     “That  stuff  is  hard  to  measure”   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  38. 38. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  39. 39. It  is  easy  to  measure,  just  not  with  the   conven#onal  metrics  ….     Because  it  affects  more  of  your   organiza#ons  aUributes  than  just   boas#ng  sales   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  40. 40. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  41. 41. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  42. 42. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  43. 43. Metric  #1  –  Strength  of  Voice   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  44. 44. Strength  of  Voice  (SOV)  measures  the   brand  awareness  and  reputa#on  online.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  45. 45. It  is  a  historical  analysis  of  how  many   people  have  been  talking  about  your   brand.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  46. 46. Strength  of  Voice     #  of  Conversa#ons  men#oning  your  brand   Total  #  of  Industry  Conversa#ons   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  47. 47. With  the  SOV  metric,  we  are  looking  at   the  %age  posi#ve,  %age  nega#ve  and   %age  neutral  to  determine  the   sen1ment  value.     HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  48. 48. Strength  of  Voice  #2     #  of  brand  men#ons  by  influencers  and  vocal  customers   Total  #  of  relevant  men#ons   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  49. 49. Metrics  2  –  8  –  Marke1ng  Effec1veness   Reach,  Engagement,  Lead  Genera#on  &  Cost/Benefit   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  50. 50. This  equa#on  is  a  more  focused   approach  to  understanding  who   influences  your  brand  reputa#on  and   which  direc#on  the  trend  is  moving.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  51. 51. We  have  4  metrics  that  are  used  for   measuring  the  effec#veness  of  our   online  marke#ng  programs.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  52. 52. Social  Reach  is  the  total  #  of  followers   across  all  social  plajorms.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  53. 53. Social  reach  is  important  because  we   need  to  understand  how  many  people   to  we  touch  with  our  brand  messages   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  54. 54. Social  reach  is  also  used  to  calculate  the   value  of  the  each  follower  to  the  brand.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  55. 55. Value  of  Fan/Follower     Social  Reach   Total  Online  Marke#ng  Spend   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  56. 56. Engagement     #  Likes  +  #  of  Shares  +  #  Retweets  +  #  Comments   #  of  published  posts  or  pieces  of  content   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  57. 57. Engagement  can  be  calculated:     By  Campaign   Per  Specific  Social  Plajorm   Per  Specific  Post   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  58. 58. Influencer  Engagement     Total  Number  of  Influencers  Aware  of  Brand   Total  #  of  Industry  Influencers   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  59. 59. Cost/Benefit  Analysis     ROI  of  Digital  Media  Campaigns   ROI  of  Tradi#onal  Marke#ng  Campaigns   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  60. 60. Lead  Genera1on  Effec1veness     #  of  new  leads  from  social  channels   #  of  total  leads   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  61. 61. Lead  Genera1on  Effec1veness  #2     #  of  new  leads  generated  or  influenced  by  social   channels   #  of  total  leads   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  62. 62. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  63. 63. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  64. 64. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  65. 65. This  is  only  the  beginning  of  the  journey   when  it  comes  to  digital  metrics.   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  • lmadureira

    May. 10, 2016
  • andrecavero

    Nov. 14, 2014

Understanding how to quantify the digital mediums

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