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By Dr. Natalie Petouhoff @drnatalie
www.drnatalienews.com/blog
Real Social Media Monitoring Case Studies
Demystifying the ROI of Social Media
This presenta,on is about how to set-‐up a measurement programs
to calculate the value ROI of Social Media And get more business value
out of social media….
If you’d like help…
Contact Dr. Natalie Petouhoff
www.DrNatalieNews.com
@drnatalie
3
Agenda • Look at ROI Myths
• Set-up a social media measurement program
• Calculate business impact & ROI
@drnatalie
• Learning is the desire to discover new things We are amazed by new things…
@drnatalie
•
@drnatalie
It’s the new shiny
object
And Social Media?
@drnatalie
But the amount of information
– can feel like an insurmountable blur
@drnatalie
It can generally be useless
@drnatalie
Today’s goal is to… Provide…
• Marketers
• Brand Managers
• Product Managers
• Consumer Insights Teams &
• Market Research Professionals w
An understanding of the benefits of:
• Having deep, real-time insights
• Using insights to make business decisions &
• Being able to be an invaluable resource to CEO- suite @drnatalie
ssss
To TAKE THE
CHAOS TO
ORDER
Using context
@drnatalie
10
Business As Usual
Executives want to know what the business value
of social media is
@drnatalie
WHERE ARE WE WITH RESPECT TO BEING ABLE
TO CALCULATE ROI OF SOCIAL MEDIA?
Most marketers indicate social media measurement is a high priority & 48% feel pressure to report qualified outcomes of social media.
Less than 20% of marketers can calculate the ROI of Social Media
MARKETERS ARE UNSURE HOW TO CALCULATE SOCIAL MEDIA ROI
Some brands forge new ground by ac,vely making social media part of their cultural DNA.
SOCIAL IS JUST IN SOME BRANDS’ BLOOD
OTHERS WANT PROOF BEFORE THEY TAKE THE LEAP
SOCIAL MEDIA ADOPTION HAPPENED QUICKLY
Companies jumped into social media without extensive ROI calculaRons
There wasn’t any real business analysis.
It happened because the boss said so, or because a social media PR disaster could cost much more.
Examples:
ARE YOUR SOCIAL MEDIA EFFORTS WORTH THE MONEY?
Jus,fying the business case for listening & engaging on social media is a BIG ques,on.
BUT IS CALCULATING SOCIAL MEDIA ROI EVEN POSSIBLE?
Skep,cs think social media is too “fluffy” to adequately measure return on investment (ROI)
Misconceptions of ROI
• That’s funny
• But ROI is not obvious to everyone
• And your boss would like a number
@drnatalie
You may have heard… “Would you calculate the ROI of your mom or your pants? Then why would you calculate the ROI of social media? It’s obvious!”
http://www.flowtown.com/blog/what-is-the-roi-of-your-mom
@drnatalie
Social Media Myth #1
“Social media ROI cannot be calculated because there are
too many unknowns…”
Social business is s,ll business…
…and the business of business is increasing shareholder value.
TRUTH IS…
WHAT IS ROI? A NUMERICAL VIEW OF STRATEGY
And high ROI means execu,ve approval for your ini,a,ve.
Enhanced Brand
protec,on…
BeXer Consumer Insights…
Faster lead genera,on/
increased lead conversion rates
Reaching PR objec,ves
faster, beXer, cheaper…
Increased awareness,
reach, relevance, engagement…
Reduc,on in call center costs/ increase in
customer revenue
Decrease in customer churn/ inc customer life,me value
DOES YOUR STRATEGY INCLUDE BUSINESS FUNDAMENTALS LIKE COST SAVINGS & REVENUE GENERATION…
If your strategy includes…
Social media ROI predicts if you’ll reach the goal…
Social Media Myth #2
“Would you calculate the ROI of pu^ng phones on every desk in your company? smROI doesn’t have to
calculated! ”
Except businesses do… Evaluate produc,vity benefits vs. costs. And also the systems needed to support the business ac,vi,es.
HMMM….
TRUTH IS…
There was a day when… Secretaries answered the phones and typed EVERYTHING for workers. Along came phone switches and desktop computers… Someone did ROI calcula,ons for: Ge^ng a company-‐wide phone switch and phones on every desk top. (Ask Nortel and Avaya…) And a computer on every desk. And apps to get your work done -‐-‐ like email, word processing programs.
Social Media Myth #3
Metrics = ROI
KNOW WHAT ROI IS AND ISN’T
Many people mistake social media data, metrics and Key Performance Indicators (KPIs) for ROI Metrics are used to measure: Reach, Relevance, Shares, Likes, Engagement, Purchases But that’s NOT ROI
COLLECT SOCIAL MEDIA DATA, METRICS & KPIS Website analy,cs and marke,ng automa,on data help provide insight into what you’re doing right & how you can improve.
TRUTH IS… Metrics are the like ingredients in a good recipe. They go into the ROI calcula,on, but they aren’t the finished dish.
Misconceptions of ROI…
There’s a change in metrics!!
• We have 500 more “Likes” • 10X click-thru rate on “Buy Now” button
• $5M in annual support savings & sales advocacy • Viral videos increased company sales +700%
• Social microsites secured 1,000,000 fans and a 10% increase in same-store sales
E
I have an ROI!! e
Note to self: Metrics are necessary…
But they are not ROI
@drnatalie
ROI VS. METRICS
Ac,vity Metrics # of: News Releases Media Interviews Analyst Briefings Blogger Engagements Blog Posts Video Posts Podcasts Web Site Page Edits
Reach Metrics # of: Earned Media Placements Earned Media Impressions Paid Media Impressions News Release Downloads Analyst Report Men,ons
Relevance Metrics # of: Key Message Penetra,on Earned Media Share Share of Conversa,on Word of Mouth Volume Click-‐Through Volume / Rate
Return on Investment • Earned Media Value vs. Marke,ng Spend • Lead Value vs. Marke,ng Spend • Brand Equity Growth vs. PR Spend • Focus group vs. Social Media Monitoring or Community
ROI IS LIKE LOOKING AT AN ESCHER DRAWING
It’s a complexity issue • Tradi,onal business goals & metrics • Social media business goals and metrics • How social media affects tradi,onal business
Myth #4
“ROI is too difficult because I’m not
a “math” person.”
@drnatalie
Real-world Examples
@drnatalie
Analyzed online conversations: • Their brand • Key competitor
Ran nat’l ad campaigns & wants to understand: • Effectiveness of messages and • Drivers of consumer purchase intent
Case Study: Major Insurer
Advertising Effectiveness & Competitor Evaluation
@drnatalie
Insurer Ad Effectiveness • Insurer’s ad campaign is liked
• Didn’t generate conversation about buying or switching insurers
@drnatalie
Insurer Ad Effectiveness • Insurer’s ad campaign is liked
• Didn’t generate conversation about buying or switching insurers
• Competitor ad campaign is more divisive
@drnatalie
Insurer Ad Effectiveness • Insurer’s ad campaign is liked
• Didn’t generate conversation about buying or switching insurers
• But spurs a conversation trend related to purchasing
• Competitor ad campaign is more divisive
@drnatalie
Conclusion of social media monitoring • Both campaigns generate healthy “buzz”
• But positive sentiment doesn’t reflect intent to purchase • Using context avoids misinterpreting positive sentiment for a social buying gesture- intent to purchase
@drnatalie
ROI of social media monitoring ROI = Benefits - Costs x 100 = Percentage Return on the Investment
Costs
What is the cost? • People- to do the analysis
• Process- process to compile the information
• Technology- social media monitoring tool
What is the benefit? • If the commercial drove sales?
• Number of leads?
• What is a lead worth?
• Number of lead conversions?
• What’s a sale worth?
@drnatalie
Case Study: Craft Company
Product Development & Marketing
Wants to understand: • What topics dominate craft-related conversations? • Is marketing having the desired effect? • What’s lacking in the product line and accessories?
@drnatalie
cccccccccc
Identified New Product Opportunities
Discovered opportunity to develop more male-centric product line & accessories
Consumers’ expressed strong desire for:
• More & better supplies & accessories
• Improved access to purchase those accessories
@drnatalie
• In-house Research • Quickly and cost effectively
identifies new product & market opportunities
• Prompts development of new product accessories
• Enables additional sales • Expands market share
• Marketing • Gained increased confidence
leveraging social-media • Confirmed effectiveness of current
messaging and promotional approach
Conclusions of social media monitoring
@drnatalie
ROI of social media monitoring ROI = Benefits - Costs x 100 = Percentage Return on the Investment
Costs
What is the cost? • People- to do the analysis
• Process- process to compile the information
• Technology- social media monitoring tool
What is the benefit? • What does it cost the company to go to market
with a product that isn’t what customers really wanted?
• What would this type of market research normally cost the company?
• How long would it normally take to get that kind of feedback? What’s the general cost for product dev to launch a product?
• What’s the value of finding a new product to provide their market?
• What was the value in revenue of the new products/ accessories?
• What’s the value of key messaging that works? Higher lead conversa,on rate?
@drnatalie
Case Study: Medical Device for Diabetes & Insulin
Product Launch Marketing
• What core messages will resonate most
with these consumers?
• How do patients discuss the complexities of treatment & control?
• What is the significance for the new product launches?
Wants to understand diabetes & insulin:
@drnatalie
Lifestyle
Consumers’ Concerns Top Conversations
Lifestyle
Treatment Success
Support
Device comments?
LOWER
@drnatalie
Opportunity for brand to:
• Get more engaged • Become trusted-partner • Create a online Community for
• Advice • Recommendations • Shared-support
Conclusions of social media monitoring
@drnatalie
ROI of social media monitoring ROI = Benefits -‐ Costs x 100 = Percentage Return on the Investment
Costs
What is the benefit? • What’s the value in knowing what to put the emphasis of
content online?
• I.e.., to create an editorial calendar that has content that specifically addresses why people might not use their medicine
• And which means that don’t feel as well and they don’t live as long or buy the medicine-‐ which affects sales
• What is the value of becoming a trusted resource for pa,ent concerns? Enhanced brand trust?
• Did the online community:
• Deflect any calls to the call center?
• Increase the efficiency or effec,veness of the calls?
• Did the company use the content in the community to update their FAQs or knowledge base which helped self-‐service?
What is the cost? • People- to do the analysis
• Process- process to compile the information
• Technology- social media monitoring tool
@drnatalie
Case Study: Healthy Snacking & Kids
Campaign Planning: Product Launch & Marketing
Wanted to know the nature of online conversations: • Concerns parents have providing kids a healthy diet • What factors drive purchase decisions and habits?
@drnatalie
“Healthy” in Kids Snack Foods: More Effectively Resonate
with Consumers
NutriRon Allergies Top
Conversations
Convenience Taste
Not as High
@drnatalie
Opportunities for Brand: • Better launch messaging • Product packaging • On-going campaign messaging
Conclusions of social media monitoring
@drnatalie
ROI of social media ROI = Benefits -‐ Costs x 100 = Percentage Return on the Investment
Costs
What is the benefit? • What’s the cost of market research?
• Focus group of 12 people = 15K • How many would you need to do to get the same volume of content?
• 12 x $15K = $180,000 • What’s the value of targe,ng the message for a campaign?
• What’s the value of being able to run an AB test of taste vs. allergies to see which one really gets the most responses?
ROI of social media monitoring ROI = Benefits -‐ Costs x 100 = Percentage Return on the Investment
Costs
What is the cost? • People- to do the analysis
• Process- process to compile the information
• Technology- social media monitoring tool
@drnatalie
How to Set-up A Social Media Measurement Program
6. Hone the analysis / teach the system 7. Analyze the information 8. Create appealing presentation of data 9. Present information to stakeholders 10. Take action on the data & repeat!
@drnatalie
How to Mone,ze Facebook With Social Commerce
By Dr. Natalie
1. Get executive buy-in & support 2. Choose Staff 3. Determine your business goals
• Product Development • Product Launch • Product Marketing…
4. Choose a social media monitoring system 5. Start listening to online conversations
Wayne St. Amand Vice President, Marketing
SOCIAL MEDIA IS EVERYWHERE, AND EVERYONE IS USING IT.
WE ANSWER THE QUESTIONS.
1.75 BILLION POSTS PER WEEK
100+ BILLION POSTS TO DATE
250+ MILLION POSTS PER DAY
MASSIVE OPPORTUNITY NOT FULLY LEVERAGED BY MOST
• Social media is the largest source of unfiltered information ever available about how consumers truly think and feel
• The vast majority of companies have yet to take advantage of this intelligence to influence their business decisions
Achieving Social Intelligence
The management and analysis of customer data from social sources, used to activate and recalibrate marketing and business programs.
SOCIAL INTELLIGENCE CREATES ACTIONABLE INSIGHTS
True Social Intelligence Delivers
• Consumer insights to drive business success – Greater marketing effectiveness
– On-target product planning
– Deeper competitive insights
– Understand purchase triggers
However, most of today’s tools do a terrible job of helping you achieve true Social Intelligence
MOST SOCIAL MEDIA MONITORING IS BROKEN
Keywords and semantics don’t work well in social media • Traditional tools lack the ability to understand context
• A computer cannot replace human judgment
• Human analysts cannot scale or provide consistency • Predefined rules cannot support the dynamic nature of the social media
conversation
• Surface-level monitoring lacks accuracy and deep insight
NLP Semantic Search
Manual-coding Keyword
Sentiment Monitoring
59
THE CRIMSON HEXAGON FORSIGHT® PLATFORM
Scalable Accurate Replicable
A REVOLUTIONARY APPROACH
Context Nuance
Judgment
Posi,ve Nega,ve
23% 66%
Major Automo@ve Brand
SENTIMENT ALONE IS INCOMPELTE
102,784 men,ons
11%
Neutral
11%
9%
18%
9%
11%
8%
11% 12%
11%
Love Chevy Legendary Want One Looks & Design
Performance Great Business Maintenance Prefers CompeRtor
Asking advice
ANALYTICS BEYOND SOCIAL
Customer Feedback Market Research
Social Web Facebook Pages
PROPRIETARY ONLINE
GLOBAL CONVERSATION
صباح اخلير
GrüßgoX
早上好
hej
bonjour
Γεια σου selamat pagi konbanwa
안녕하세요
zdravstvuyte
merhaba selam
boas
sawa dee-‐ka namaskar
ADDITIONAL RESOURCES:
Request an Online Demo: http://www.crimsonhexagon.com/products/request-a-live-demo
Customer Case Studies:
http://www.crimsonhexagon.com/customers/#casestudies
Overview Video: http://www.crimsonhexagon.com/products/overview-video/
Data Sheets & White Papers: http://www.crimsonhexagon.com/products/whitepapers/
For more informa,on on how to calculate the ROI of Social Media
Or get more business value out of social media….
Contact Dr. Natalie Petouhoff
www.DrNatalieNews.com
@drnatalie