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Everyone knows that trying to track down the ROI of social initiatives is difficult. Sure you can measure increasing numbers of “Fans” and “Tweets,” but ask 10 marketers what that is worth and you will likely get 10 different answers. Much like searching for a unicorn, many believe searching for true social ROI is impossible. Join Adam Metz, VP of Business Development for The Social Concept, and Dave Hawley, Product Marketing for PowerReviews, for a 45 minute webinar where you will learn: - How business can use social content and engagement to convert browsers into buyers.- How leading retailers are leveraging PowerReviews suite of tools to link social activity directly to sales and traffic.- 3 social commerce tips to turn social activity into sales and find that elusive unicorn that is social ROI.
Citation preview
How to Gain ROI From Social Engagement
Dave HawleyProduct Marketing @DaveHawley33
Today’s Speakers
Adam MetzVP of Business DevelopmentThe Social Concept@TheMetz
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1. What is Social Customer Engagement?
2. Current Trends in Social CRM
3. 23 Use Cases of Social CRM
4. Success Stories & Live Examples
5. PowerReviews Overview
6. Q & A
Today’s Webinar Agenda
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Enter your questions into the GoToWebinar Module
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Follow along on
#SocialSales
#SocialSales
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Adam’s Portion
4 Levels Of Social Customer Engagement
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Adam’s Portion
Social Engagement: How It Works
Unknown
Known
Engaged
Prospect
Lead
Hint: The Good Stuff’s At The Bottom Of The Triangle
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Adam’s PortionSocial CRM in 2012: The Big Trends
1. The Major Players Get That Social Is A Multi Billion-Dollar Big Business
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Adam’s PortionSocial CRM in 2012: The Big Trends
2. Social Marketing Automation Just Got Really, Really Cheap
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Adam’s PortionSocial CRM in 2012: The Big Trends
3. Brands Have Learned That It’s Way More Cost Effective To Kick Butt With One Social Use Case, Rather Than Be Lousy At 23 of Them
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Rapid Social Marketing Response
Having a 1 to 2 hour response, via any social
channel, to a customer or channel-
related marketing
opportunity.
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Peer-To-Peer Unpaid Armies
When brands use P2P Unpaid Armies, they’re cultivating groups of advocates to “march” on behalf of the brand.
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Crowdsourced R&D
Co-creating products with your
customers, partners and
suppliers, using social channels.
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VIP Experience
“Using social and mobile to create a
specialized experience for a set of
premier customers.”
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Customer Success Stories
#SocialSales
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Johnston & Murphy Drives Conversions with Social Answers
“When you can’t feel or touch the products, Customer ReviewsTM provides unbiased opinions for our customers to
make the best purchase decisions.
Results
50%
70%
Of revenue came from product with reviews
Of all visitors read reviews
- Heather Marsh Web Manager
Less than 1 hour
For questions to get answered with Social AnswersTM
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Step2 has Mommies Buzzing with Online Community
“”
We’re extremely happy to work with PowerReviews on Social Loyalty
because of the ability to customize the program to reflect our community.
Results
170%
600%
Increase in Facebook verification.
Increase in images and videos uploaded to social content.
- Tena Crock Online Marketing Director
#SocialSales
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Toy Manufacturer Increases Traffic and Revenue with Social Discovery
“ ”PowerReviews has evolved with us – and the social commerce market – providing us with new and innovative ways to capture
the social opportunity on an ongoing basis.
Results
135%
300%
Increase in referral traffic from Facebook
Increase in revenue from Facebook-referred visitors
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Advance Auto Parts Rolls Over Competition with Integrated Social Experience
“With PowerReviews’ Essential Social SuiteTM, we found a solution that helped Advance
Auto Parts become the #1 online auto parts dealer.
Results
700%
8,000
Average yearly review growth since 2009
Social LoyaltyTM participants in less than 2 months
- Howard Blumenthal Director, E-commerce Platform Solutions
141% Growth in reviews posted to Facebook after launching Social LoyaltyTM
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• 140% more reviews posted to Facebook
• 26% more reviews from participants of loyalty program
• 10x growth in reviews with photos submitted
• 3-8x growth in long reviews submitted
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Wins for PowerReviews’ Customers
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Turn Social into Sales withPowerReviews’ Essential Social Suite™
The only solution to integrate the 3 key components of social success:
•Social content•Social engagement•Social measurement
Use proven social techniques to drive sales where it matters.
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Social Content
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Social Loyalty Amplifies Content Creation Through Gamification
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Integrated Gamification & Content Drives Performance
Thank you for your review
You earned 10 points!
Thank you for answerYou’ve earned the Life Saver badge.
#SocialSales
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Integrated Social Loyalty That’s Easy to Manage
Social Loyalty
Customer Reviews
Social Answers
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Customer Reviews™ Attract & Convert Customers
3X
Social ContentSocial
Content
10-50% more
organic traffic
10-50% more
organic traffic
14% increase in site
conversion
14% increase in site
conversion
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Fast Social Answers™ Drive Conversions
Do this shoe come in kids’ sizes?
Yes, all shoes are available kids’ sizes.
CheckoutCheckout
Asked on 12/20/2011 8:31 am
Answered on 12/20/2011 11:15 am
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Flexible Work Flow Queues Ensure Answers are Created Quickly
Q: Does this shoe come in kids’ sizes?
A: Yes, all shoes are available in kids’ sizes.
Expert
Verified Buyer
Crowdsource
#SocialSales
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Social Discovery™ Amplifies Product Content to Create Traffic
YOUR SITE
Nikon is a great camera!
Should I buy this Nikon Camera from Staples?
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Social Discovery™ Increases Content Relevancy and Engagement
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Trending Product Updates Keep Social Users Engaged & Clicking
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Integrated Social Measurement™ Provides Actionable Analysis
Optimize Social To Drive Sales
Measure the increase in traffic from social activity
Track the impact of social activity on conversion
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PowerReviews is the Social Performance Company
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96% Renewal Rate
27M Pieces of Social Content
Award Winning Technology
5,500 Brands
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50 lucky folks just won The Social Customer, the #1 selling Social CRM book of 2011 and 2012.
And there’s more...we’ve got a super-cool social CRM learning tool for your iPod or mp3 player!
#SocialSales
Want To Learn More?Grab a free 9-hour audio course at metz.customerhub.net
Also, feel free to get a discounted copy of The Social Customer at www.socialcustomerbook.com.
Q&A
Thank you for attending.
For a live demo, please call:
(866) 345-1461or email:
For more information on PowerReviews, please visit:
www.PowerReviews.com
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