Posts Tagged ‘marketing investment’

Will Social Stay ‘Hot’ in 2012? Does It Matter?

Posted in Social CRM, Social Media Marketing, Social Media Metrics, Social Media ROI, Strategy and Analysis by Chris Selland on January 5th, 2012
 

As we enter the New Year, it’s clear that Marketers across both B2C and B2B industries are continuing to invest heavily in Social – as a recent study by IBM indicates.

Yet there are still voices that continue to label Social as a ‘fad’ that will fade in importance in 2012 and beyond. For instance, Vivek Wadhwa predicted that Social will ‘lose its sizzle’ in this past week’s Washington Post.

It’s already happening in fact, as growth of social media usage has begun to slow for upstarts such as FourSquare and stalwarts such as Facebook alike. Silicon Valley has been obsessed with social media and investors have funded hundreds of “me too” start-ups to the tune of billions of dollars. There are social networks for pet owners, all manner of marginal Twitter apps, a ridiculous number of mobile photo-sharing apps, hundreds of apps targeting social media analytics and on and on and on.

Yet, is ‘losing sizzle’ such a bad thing? Or is it a signal that Social is becoming pervasive and mainstream?

There are still plenty of advocates for the value of Social. Forrester analyst William Band recently spoke for the demonstrated value of Social in Forrester’s The Top Thirteen Customer Management Trends for 2012:

More social CRM use cases spotlighting demonstrable business value will emerge. Forrester’s annual Groundswell Awards showcases hundreds examples of how organizations use Social Computing — for example, in market research, customer self-service, and product development.

Salesforce.com claims that 2011 was the year that Social already went mainstream.

Salesforce.com VP of Strategy John Taschek suggested in his recent blog post that ‘The Social Revolution Has Just Begun’ (and agreed with my comments that while pundits and others may overstate change in the short-term, we are understating it in the longer-term).

I could go on and on, presenting various opinions on how ‘hot’ or not Social is and will be. While investors will care (in large part to justify the stratospheric valuations many Social companies are receiving), it’s not clear at all why companies seeking to leverage Social should.

Then what does matter? Gary Vaynerchuk (i.e. @garyveedoes his usual very direct job of getting to the heart of what does matter, in this recent Inc. Magazine piece.

Social-media marketing’s monetization will come, too, he says. “People don’t want to embrace culture shifts because it’s not going to happen in the next 20 minutes,” he says.

“When I hear people debate the ROI of social media? It makes me remember why so many business fail,” Vaynerchuk says. “Most businesses are not playing the marathon. They’re playing the sprint. They’re not worried about lifetime value and retention. They’re worried about short-term goals.”

So what should you be doing? Think long term, and consider how you can earn life-long customers. Says Vaynerchuk, “Social-media marketing is like going Beyonce on your customers. You’ve got to put a f—ing ring on it.”

In other words, for those of you trying to use it, don’t do Social because it’s ‘hot’. Do it because it’s about your customers and the value of their long-term relationship with you. In the words of Nick Cifuentes of ClickZ:

The long-term effect here is what makes social media more valuable than any other form of marketing. It connects with every part of your organization’s business.

As ‘Social’ continues to become mainstream and pervasive, we will likely no longer call it out as a special ‘hot’ category any more. Even the skeptical Wadwha admits to this:

Just as location-based applications became a “feature” rather than the “big thing,” social media will live on and become an integral part of what we do.

Exactly.

Are You a Deadly Sinner?

Posted in Social Intelligence, Social Media Metrics, Social Media ROI, Strategy and Analysis by Kim Cole on January 29th, 2011
 

I’m talking about the deadly sin of Pride of course. Maybe we should remove Pride from the Deadly Sin list when it comes to social media marketing because you can’t be successful without looking in the mirror every now and then.

In fact, a study recently released by the University of Massachusetts at Dartmouth’s Center for Marketing Research took an in-depth look at the use of social medial in fast-growing corporations. One of the interesting questions they posed was whether or not the participants monitor their company name or brand in social media. The number is up from last year to 70%.

But is just monitoring your company name and brand enough? Probably not. To really understand your reach and influence in social media you should be monitoring a host of metrics. There is a plethora of metrics that measure your performance on Social Media channels and they fall into three general categories: inbound, outbound, and social Intelligence. (Click the links for examples.)

· An Outbound metric measures the marketing activities that you generate or send out within the various social media channels. This constitutes your investment or costs.

· An Inbound metric captures responses resulting from your outbound social media activities and measures your brand/company’s impact in social media or in other words, what is said about your company. This is your return.

· Social Intelligence is a metric that meshes together sentiment, engagement, retention, loyalty, reach and influence to give you an idea what the community is feeling about your brand or company.

If you’re effectively measuring these three areas, you should have a good idea if your social media marketing efforts are helping you reach your company goals. There are many monitoring tools that can help you optimize your efforts as well.

What are your favorite things to monitor about your company or brand? Please share them with us!

Terametric Friday: Top Stories in Social Media ROI

Posted in Social Media ROI, Strategy and Analysis, Twitter ROI by Taariq Lewis on December 10th, 2010
 

Welcome to Friday, December 10th, 2010, edition of “Top Stories in Social Media ROI.” This is Terametric’s series where we keep you updated on the critical evolution of marketing Return on Investment in the Social Media Channel. Our top stories for today:

Webinar: How to Measure and Improving your Twitter Marketing ROI
Missed out on the best Twitter marketing webinar for 2010? Listen to three Social Media measurement and analytics thought leaders discuss the challenges of measuring, optimizing and competing in the Twitter marketing channel. Learn what marketers will be doing on Twitter for 2011 and get new tools and resources for your own Twitter marketing campaign.

B2B Social Media Marketing — Does It Work?
Arguably, social media marketing for B2B companies is one of the most difficult campaigns to run. On the surface it seems there are more successful B2C social media examples than B2B, but online seems to be where it’s at if you’re looking to market to those B2B decision makers.

How the Fortune 500 Use Social Media to Grow Sales and Revenue
Given the hundreds of social media tools available, and the thousands of different ways to use them in business, you’d think that getting Fortune 500 companies on board would be a complex and daunting task. But it’s not. The truth is, there are only five different ways the Fortune 500 use social media. Seriously — just five. And once you know what they are, you can figure out which ones would be most useful for your business.

Twitter Proven to Impact Search Engine Rankings
Over the past 3 years most of us involved with marketing have heard of Twitter. At the same time businesses have prioritized their adoption of Twitter differently. Some businesses have made it a core part of their inbound marketing strategy, while others have delayed adoption in favor of other tactics.

How the stock market can help maximize your Twitter ROI

Posted in Social Media ROI, Twitter ROI by Taariq Lewis on December 7th, 2010
 

This post is Terametric’s Twitter ROI Series leading up to the December 9, 2010 Webinar: “How to measure and improve your Twitter Marketing ROI” with Jim Sterne and Kyle Lacy.

David Meerman Scott published a recent eBook: “Real-Time” marketing that I would definitely encourage everyone to read for its unique way of merging stock market analysis and social media marketing. In it he takes a look at the Fortune 100 companies, surveying which companies practice real-time marketing and which companies do not. David discovered that companies that practiced real-time marketing outperformed the S&P500 from 2009 – 2010, over those companies that weren’t real-time. Taking his approach of grouping successful real-time companies and measuring performance, marketers can also maximize Twitter marketing ROI using a similar portfolio method.


Source: http://www.davidmeermanscott.com

Create your Twitter portfolio
David had the Fortune 100 as his portfolio of companies to measure real-time effectiveness. Twitter marketers should build a portfolio of the top industry competitors and key influencers or advocates in their industries and maximize their Twitter marketing against such a group. A portfolio of Twitter handles makes it easy to build Twitter lists and to segment entire markets in Twitter without worrying about how to communicate to the entire Twitterverse. For example, if your industry is in the enterprise data-storage space, then your Twitter portfolio should consists of all competitors and influencers of the enterprise industry-storage space. Ideally, you’d want the industry’s top performers in your portfolio by revenue, market-share to get the best. Likewise, your portfolio should consist of the top influencers and advocates who use Twitter to engage their online communities.

Monitor your Twitter Portfolio
The great thing about Twitter is that you can monitor all the important industry conversations in real-time. Twitter features such as lists allow marketers to segment their messages and monitor, in real-time, the conversations. Twitter tools abound to help monitor tweets as they occur. Pick your favorite tool and capture the trends in the topics, hashtags and bit.ly links. Sentiment and influence tools should also indicate the context of conversations and the critical trends and topics.

Benchmark against your portfolio
In order to measure Return on Investment of any business activity, you’ll need to understand the investment required to reach a particular goal. Twitter portfolios can help you understand exactly what resources are required to engage the community on Twitter and to receive a target response or inbound impact. If your competitors are tweeting sales promotions once a day and seeing successful conversions and Twitter follow growth, then there may not be a need to invest in hourly tweeting. Likewise, if your competitors have invested heavily in multiple twitter accounts, then your Twitter marketing ROI will require investing in matching outbound activities across multiple twitter handles.

Successful real-time companies have similar Twitter engagement success profiles online. Monitoring and benchmarking against the key players in your industry will allow marketers to understand the investment needed to drive successful Twitter marketing campaigns.

Kevin Palmer: Social Media Marketing and ROI is About Efficiency

Posted in Social Media ROI, Strategy and Analysis by Kevin Palmer on December 2nd, 2010
 

This guest post is Terametric’s Twitter ROI Series leading up to the December 9, 2010 Webinar: “How to measure and improve your Twitter Marketing ROI” with @Jim Sterne and @Kyle Lacy.



@Kevin Palmer is the founder of Social Media Answers, a leading social media marketing agency. Kevin has led online marketing strategies for companies that specialize in the luxury brands sector, including high-end hotels, private travel solutions, spirits, wines, cosmetics, and other luxury categories.

I know people will bristle when they read the title of this blog post. We are all programmed to say, “It is about the conversation, it is about relationships, it is about listening.” While all three of these are tenants of social media, if they aren’t done efficiently they are not going to be done well. If social media isn’t done well it can put you behind your competition, it won’t get internal support within the company, and worst of all, you could lose customers.

We all have finite amounts of time. Even marketers at the largest company can’t possibly do everything they would want to do within social media. There is always more that you can be doing, but whatever you ARE doing should be executed at the most efficient levels. You should never question if you should be doing something better. In order to execute at an efficient high level you need to have an understanding of your ROI – not just in financial terms but in terms your effort and time.

Understanding every action you take and the impact it has on your marketing efforts is one of the first steps to making you an efficient social media marketer. How many times do you post? Who are you following? Who aren’t you following? Who is retweeting you? Who are you retweeting? These are all time consuming activities on even the most basic level. To improve your performance in these areas requires even more of an investment. Making this time investment blindly though can make for a frustrating experience. The good thing is that all of these are measurable activities. You can see how your sweat equity pays off.

Taking the time to understand what you are doing, establishing a baseline, setting goals, and tracking your actions is the first step towards efficient social media.

6 Steps to Social Media ROI Nirvana

Posted in Social Media ROI, Strategy and Analysis by Taariq Lewis on November 22nd, 2010
 

Social Media ROI is the hot topic of 2010. There are so many different approaches to measuring the financial impact of Social Media engagement in the marketing mix. Marketers know the importance of Social Media engagement, but they still need to bring their organizations along and educate them on the evolving process of setting investment and impact objectives. Once marketers can measure ROI, they can then maximize their returns by optimizing engagement. From our own research, we’ve learned six key steps to Social Media ROI measurement and optimization Nirvana:

Meditation

1. Set a Social Media Campaign trial start and stop date:
Scientific measurement of Social Media ROI or any business performance requires discrete campaign periods. Whether you’re a large company running a large Social Media promotion or a small company with one Twitter accounts, scoping Social Media engagement in discrete time makes it easy to measure and validate Social Media ROI impact. It also makes it easy to track changes.

2. List your inbound objectives and metrics:
Let’s define the inbound objectives of Social Media as the measurable campaign and company interactions of customers and prospects during the social media campaign. Social Media inbound metrics can be infinite and varied and there are critical inbound metrics to track. However, for effective ROI measurement, they must be scoped. Like all marketing campaigns, Social Media must have a specific measure of success. What touch points with a customer matter? Explicitly describe the discrete inbound activities and your appropriate measurements.

3. List your outbound resources and outbound activities:
Although there are infinite outbound activities, Social Media Managers have limited outbound resources. What outbound activities will you execute during the campaign? Again, there are critical outbound metrics to capture. Can we clearly scope and define these as well? Will it be tweeting, re-tweeting, advertising blogging, or following? Outbound resources also act as a constraint on what outbound activities we can attempt in our Social Media campaign.

4. Execute your Social Media Campaign:
This is the hard part. Execute the scheduled outbound activities and capture the inbound responses and actions, within the Social Media campaign plan. Limit adjustments to your outbound activities or inbound metrics, during your campaign.

5. Measure performance:
Measure your resulting performance against your expected or desired performance and measure the change in your baseline inbound activities relative to you’re the activities of your outbound efforts. If there’s a positive change in your inbound activities, then there may be a positive ROI. The impact measure will depend on the inbound measurements you chose. For example, click-through, page views, purchases, downloads, etc.

6. Optimize your outbound activities and run your campaign again:
Optimization means recalibrating your outbound activities to your target inbound activities to maximize your return on investment or to hit your target objectives.

Could Social Media ROI nirvana be any more peaceful?

3 critical inbound Twitter metrics that maximize Social Media ROI

Posted in Social Media ROI, Strategy and Analysis by Anu Reddy on November 9th, 2010
 

There is a plethora of performance metrics that measure performance in various Social Media channels, including Twitter. These metrics usually track either inbound or outbound Twitter activities which we think are critical for Social Media Marketers to maximize their Twitter Marketing Return on Investment, ROI.

Let’s define an inbound Twitter metric as a metric that measures the impacts your Social Media marketing or your brand is driving in the Twitter channel. Let’s also define an outbound Twitter metric as any metric that measures the marketing activities you must execute in the Twitter channel. Below, we will share the top three inbound Twitter metrics that each Social Media marketer should not ignore.

1. Number of Follower Mentions you receive
The larger the number of followers you have, the wider your Twitter influence and the more people will listen. Thus, gaining more followers should increase and widen your brand’s exposure. However, simple follower addition is not enough, it is important that your followers are also talking about you. The best way to do this is to get referrals from your followers to their networks. Thus, you should also measure how many of your followers mention you in their tweets. In marketing parlance, this is simply word of mouth marketing.

Twitter_ROI_Pictures
Source: http://www.saschakimmel.com

2. Number of Influencers Who Follow You
While it is good to have a large following, it is crucial to secure as many important “influencers” as your own followers. There are influencers (i.e. followers who use Twitter prolifically and in turn everyone follows for the official “word”) in every niche industry. The aim is to create compelling content that results in these influencers following you as they have the greatest impact in the Twitter-sphere.

3. Unique Messages (RT) Retweeted
Lastly, everyone loves to see their tweets retweeted on Twitter. There is a distinction between how many times an individual tweet is retweeted and the totally number of retweets you receive. This measurement should be calculated as an average to determine consistency of content and what specific topics and insights resonate with your Twitter-sphere following and the community at large.

Are there other inbound Twitter marketing metrics that you believe are equally or more important to measure performance? Please share those you think are important in our comments below.

Social Media ROI is dead! Long Live Social Media ROI!

Posted in Social Media ROI, Strategy and Analysis, Uncategorized by Taariq Lewis on November 7th, 2010
 

Social Media ROI is dead because Social Media ROI is an absolute failure for marketing executives to measure in perfect financial terms. If I’m wrong, then you are welcome to use the comments section below to tell me your complete and verifiable, Social Media, financial impact on your business operations. I will mail a free Terametric hat to anyone who can show me that they deliver testable and repeatable Social Media ROI, every day, to their CMO or CFO.

Social Media ROI R.I.P.

Source: Sequoia Capital

Why is it dead?
Social media impacts more than just the social media channels in which we have outbound communications and inbound customer call-to-action. Its scope touches all channels of customer engagement, both inbound and outbound. Social media gets customers into your stores to chat with your frontline employees. It gets customers to download your eBook for a free trial. It terrifies your competitors into trying to imitate instead of innovate. It allows your sales executive to be an industry thought leader via Twitter or his company blog where customers can engage in a conversation. Thus, social media impacts several aspects of business operations, most likely, leading to severely underestimated ROI estimates.

3 ways you can lift your Social Media ROI and marketing impact
Social media forces us to engage our marketing mix forecast and execution as an integrated marketing effort. If you’re busy trying to prove Social media ROI, forget it. Here are 3 ways you should maximize your Social media ROI and impact on your business without the struggle to justify an exact financial measure.

1. Make sure you are maximizing the return on your marketing efforts in the social media channels that you have the biggest need. What are the most critical outbound channels on which your customer are responding? What are the inbound factors that you can monitor for social media impact?

2.Monitor your top 5 competitors to understand which social media channels deliver to them the highest marketing impact. If they’re getting multiple retweets from their customer service Twitter accounts, then where and how are you investing your customer Twitter engagements?

3.Look for testable correlations between your outbound efforts and the inbound impacts. Yes! You can test correlation daily, weekly, monthly! Deliver greater effort to the correlations that you can test over a sustained period, no less than 2 weeks. Positive correlations will make it easy to identify the causes while competing effectively to lift Social media impact on your marketing mix.

Just because we can’t yet perfectly measure Social media ROI doesn’t mean we can’t measure Social media impact and the resulting return on the rest of our marketing and selling activities. Long live Social Media ROI as our focus on measuring the value of this new medium will give marketers better insight into where they should invest precious marketing and sales resources.

Marketing’s Triangle of Truth: Any 2, Never 3!

Posted in Strategy and Analysis by Matt Carter on April 30th, 2010
 

Picture 1

I had dinner with a friend from my agency days in New Orleans last night.  We worked together as lowly Jr. Account Executives on a national beverage company’s regional efforts.  He laughingly reminded me of the day I whipped out, what later came to be known as “The Triangle of Truth”.   It was also the day, not coincidentally, when my career hung in the delicate balance of a client’s reaction.

The situation was one common to all advertising agencies.  The client needed a 48 hour turn-around on something that had to be mind-blowingly amazing but, due to budget constraints, refused to pay for either the expanded team necessary or the time-crunch premium demanded by our production vendor.

As the agency’s senior account executive and the client’s middle marketing manager argued, I scrawled the diagram above and passed it to my buddy whispering, “You can have any two but never three.” Read the rest of this entry »

Friday Addition 2: A True Story About the Power of Negative Sentiment

Posted in Strategy and Analysis by Matt Carter on March 17th, 2010
 

On Saturday, March 6, my neighbor Bill and I were standing in my front yard, admiring my new car (new to me, anyway). It was a generically-colored, 2005 Subaru Outback. I was proud of the new purchase.

I spoke highly of the dealership’s buying process and the wagon’s features. In fact, as I pointed out the multi-function roof-rack, I recounted the ease of the sales process in great detail. I talked of the twist and turns of the negotiation and the willingness of the dealership’s very capable staff to bend to our needs. Just as I’m getting to the part where the dealership threw in four, new, all-season tires at no cost, my fiance hops in the Subaru to run some errands. As she backed out of the drive-way, the wagon emits a loud and shrill squeal.

Bill then turns to me and says, “Where’d you say you bought that car?”

Do you see what happened? Until the moment the car, with a loud squeal, cast a negative light on the car dealership, Bill wasn’t even really paying attention to the details of my story. It wasn’t a priority for him. In the grand scheme of things, the story didn’t affect his life in the least. He was merely passing a pleasant moment with a neighbor. There was no real relevance to him.

The loud squeal set off an alarm bell inside of him. It triggered his evolutionary threat-avoidance system. Suddenly my story did have relevance and the details of the tale became a roadmap for avoiding a potential hazard. Not only did he feel the details relevant to himself but, he felt them relevant to others as well.

Despite only mentioning this to Bill, in the days following this exchange, my neighbors Pat and Pete asked about the situation and the dealership. In my small, Maine neighborhood, negative sentiment went viral right before my eyes.

I contacted the dealership about the squeal. The dealership picked the car up from my house, replaced a slightly rusted brake rotor and returned the car to me a day later with very sincere apologies.

The evening the wagon returned, my neighbors, one-by-one, meandered over to check on the outcome of the situation. Each was pleasantly surprised by the no-hassle, no-questions-asked manner the dealership employed to satisfy my issue. The dealership gained themselves three, maybe more, new admirers that night.

As the situation illustrates, negative sentiment often has a greater potential value than positive. It has an uncanny ability to awaken people’s attention. It can create a strong and immediate relevance where previously there was none.

Negative sentiment also presents brands with an amazing opportunity that positive sentiment sometimes lacks. It provides an often well-attended forum to display genuine concern, a desire to listen and a willingness to act. It allows brands engage with customers on previously unavailable dimensions, those of humility and humanity.

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