Post on 20-Jan-2015
description
Listen and Learn
@ambercadabra @radian6
new media, new metrics, new lessons
2
conversationsto listen for
Top10
#10
2
The Complaint
2
The Compliment
#9
2
The Problem
#8
2
2
The Question
or Inquiry
#7
2
The Campaign Impact
#6
2
The Crisis
#5
2
The Competitor
#4
2
The Crowd #3
2
The Influencer
#2
2
The Point of Need
#1
measuring social media
ExuberanceThe monthly count of twestimonials & positive posts
Attention spanAverage span of time a post is retweeted & commented on
ResonanceThe total volume of “in sync” conversation around an idea
ReverberationThe total volume of inbound linking and generations of retweeting of a post
Bucket VolumeCompare the monthly counts of post types (ie. complaints, referrals etc..)
PotentialCompare the monthly counts of point of need declarations & estimated revenue/closed
InfatuationScore of the relative direction of inbound & outbound links/tweets between sources.
RepetitionAverage times per month a source inbound links/retweets your content
ActivationThe monthly total of new sources that have shared your positive content.
ConversationThe total monthly relative share of conversation vs. competitors
EngagementThe amount of repeat commenting & length of those comments
Impactdetermining
Revenue and Business DevelopmentLength of Sales CycleRepeat CustomersCustomer Retention RateNew LeadsReferralsTransaction ValueCustomer Lifetime ValueConversions (subscribers to sales)Website purchasesOrganic search > sales% of converted leads (offline vs. online)
Cost Savings Shorter Issue Resolution Time
% of issues resolved online vs. offline
Decrease in support calls
Recruiting costs
Training costs
% of Account Turnover
Overhead Costs of Communication
Viable Community-Driven Innovation
Concept-to-Development Cycle
ValueAwareness & Influence
Brand LoyaltySentimentShare of ConversationFrequency of MentionsNet Promoter ScoreSubscribersEngagement LevelsInbound LinksVotes, Tags, BookmarksFans, Followers, Group Members