Posts Tagged ‘marketing performance’

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.

The Two Biggest Pains of Social Media

Posted in Social Media Pains, Social Media ROI, Strategy and Analysis by Kim Cole on January 20th, 2011
 

Social media marketing has become a legitimate part of the overall marketing mix for product and brand marketers. However, companies are still having difficulties adopting social media. You probably think the lack of support and resources is your biggest pain, but it’s really your lack of demonstrated ROI (Return on Investment). In this post, we’ll show you how measuring ROI is your key to entering the social media marketplace.

Pain #1 – Time and Resources

Companies just getting started with social media are having trouble getting support from their executives. Why? Upper level managers aren’t convinced that they will see a return on the investment (ROI) needed to make social media marketing successful. And this becomes a downward spiral;

0 management support + 0 resources = 0 success.

R2 Integrated recently released a report that found 41.6% of the 296 companies surveyed felt that the biggest social media marketing challenge was time and resources.

barrier

And 37.8% felt that the single biggest mistake was not allocating enough time and resources – probably because management didn’t expect to see any ROI so funding and/or manpower wasn’t available, thus the downward spiral.

Pain #2 – No Strategy

The second biggest social media mistake was the lack of a strategy, which was due to either poor planning or not enough resources, further adding to the downward spiral.

biggestmistake

And when asked directly if they had a strategy, the majority said they didn’t have one. Yikes!

socialmediastrategy

The Answer – Demonstrating ROI

So if you want to get into the social media marketing game and stop the spiral, you’re going to need to show your boss that social media marketing has ROI so you can get the resources needed to succeed.

To do that, you need a well thought-out plan, including goals and benchmarks. A checklist might be helpful when you start. Your plan should include some performance measures (inbound/outbound) with frequent status checks, and a campaign time-line. Then calculate your ROI and stop the downward spiral and start reaping the benefits of social media marketing.

In fact, MarketingProfs recently released a study that looked at companies successfully using social media for more than three years. They found veterans measure ROI more (36.1 % of the veterans track ROI vs. 9.6% of the rookies) and as a result, they have more leadership support (32% vs. 17.7%).

Additionally, they have more resources; 21.8% of veterans say they devote at least two full-time staffers to social media, compared with 5% of rookies. In fact, 27.9% of veterans say they would not be able to operate without a strong presence in social media, as compared with only 3.6% of rookies.

So all good things (i.e. time and resources) will come to those who measure ROI in their social media marketing. Are you measuring your ROI?

Terametric Marketing Predictions for 2011: The continuing importance of data and social media

Posted in Enterprise 2.0, Social Media ROI, Strategy and Analysis by Kim Cole on December 9th, 2010
 

As we begin to close the books on this year, we turn to set our goals and budgets for next year. In doing so, you’ll read and hear several predictions regarding the challenges that social media in 2011 will bring us. As you develop your Social Media Marketing goals for next year, here are two critical pieces of insight that build off solid research into social media and data analytics.

Data will be King

Source:http://www.sxc.hu/profile/dimitri_c

There’s no doubt that the amount of business data available is voluminous. In fact, The MIT Sloan Management Review and IBM recently published a report that analyzed a survey given to nearly 3000 executives regarding their company’s business process around data analytics. The study found that top performing companies use analytics 5 times more than lower performing companies. This study looked at data across the entire organization, not just the departments that historically have been measured such as Finance, Operations and Sales/Marketing.

1. But just having data won’t make you successful. To maximize return on investment, or ROI, one must step back from the data and first develop a clear set of goals. Once goals are established, one can then select the parameters one wants to measure and start to benchmark current performance. Clear goals, together with critical benchmarks make the data valuable to the organization and will help marketers to adjust their efforts to achieve all their business and marketing goals.

The MIT study also pointed out that data analytics is so important to the executives from the top performing companies that they believe information and analytics allows them to differentiate themselves from their competitors. Additionally, the top executives will place even more emphasis on analytics from emerging platforms such as social media over the next 2 years.

2. Social Media Marketing will continue to grow. Stunmedia recently summarized a report from IDC in which IDC predicts that social business software will grow by 38% through 2014 and that more than 40% of SMBs will be using social networks by the end of 2011.

Additionally, eMarketer shows that online advertising will continue to increase in 2011. However, maximizing the return on that marketing investment will be also critical.

The successful Social Media Marketer will recognize that in order to convince the executives to spend money on Social Media Marketing they will have to use data to present a strategic campaign, with specific parameters for benchmarks and metrics that will tie back to positive and improving ROI.

So your goals for 2011 will require that we continue to use data to prove the value of social media investment in order to extend a winning competitive lead in the market place.

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.

The WHAT, HOW and WHY Guide to Twitter Lists

Posted in Social Media ROI by Anu Reddy on November 30th, 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.

Creating lists is one of the most critical outbound Twitter metrics in maximizing Twitter marketing ROI.

WHAT?
“Lists” on Twitter is similar to the “Groups” feature on Facebook. It is an easy way to organize the users you follow into groups on Twitter. By creating a list, you can get a snapshot of the things those users are saying by viewing that list’s page. You can be on someone’s Twitter list, even if they don’t follow you. Twitter allows a user to create up to 20 lists with up to 500 people in each.

Some examples of lists that you can create are: Industry Peers and Professionals, Experts, Employee Directories, etc.


Source: http://blog.inigral.com

HOW?
Creating a Twitter Lists is simple. When you are logged into Twitter you’ll see a new “Lists” section right below the search box. Click on the “New list” link to start creating a new list.

You will be asked to name your list. The name that you provide for your list will also be used in your list’s URL. Then you will have to make the choice between a private or public list.

Private Lists – Only the creator of a private list can view or subscribe to this list. The users that are listed on a private list will not be able to see the list. (Tip: Private lists are beneficial in creating a list of competitors and monitoring their activity without their knowing.)

Public Lists – Anyone can see and/or follow a public list. Public lists are ideal for lists of recommended follows.

Once you have clicked on the “Create List” button, you can begin to add users to your list. There are two ways to add users. First, you can add users directly from their profile page. You can also add a single user to multiple lists. Second, you can add people from any “following” page (click on either the “Followers” or “Following” links from any profile). You’ll also see the lists button next to users that appear on these pages, and can add anyone to your lists by clicking on the list.

WHY?
Twitter Lists can be created and useful for a variety of reasons:

  • Lists increase reach of each Tweet
  • Create groups to find specific types of content that you are looking for much quicker
  • Share a list to recommend a group of people (or Tweeple) you find relavent
  • Follow people that you “technically” aren’t following
  • View curated Twitter streams of the latest tweets from a particular group of users
  • Keep up with relevant tweets, and conversely, allow the Twitter-verse to keep up with you
  • Segment conversations, thereby making it easier to manage conversations and topics
  • Gain a better understand of what your audience might expect from you by monitoring their tweets
  • An employee list can help personalize and humanize your company

Twitter List Resources
Listorious is a third-party site that maintains a categorized directory of Twitter lists and enables browsing through lists by category, and finding the most popular lists. Having your lists on Listorious will make you more visible in search.

Just as the number of followers or following you have is just one part of the success of your Twitter engagement and optimization activities, the number of lists you have created or are following should be based not only on quantity but be more focused on quality.

3 Reasons Why Social Media Charts and Graphs are Useless

Posted in Social Media ROI, Strategy and Analysis by Anu Reddy on November 11th, 2010
 

There are social media many monitoring, measurement, and analytics tools that will give you as many pretty charts and graphs of marketing your efforts in the social media marketing channel. These graphs provide statistics on volume of content published, sentiment analysis, grading, scoring across channels like Twitter, Facebook, Blogs, etc. However, do these charts actually help you craft an optimal social media channel marketing strategy? What works, and what doesn’t? Is it quantifiable? Which channels are crucial for you to invest in? How do you know your marketing progress relative to your prior performance, prior resource investment, or even the competitive landscape?

Graphs
Source: www.jpowered.com

1. Social Media charts don’t tell you whether your efforts are worthwhile
The last time you looked at a statistic or a graph or a chart, did it tell you where you get the biggest bang for your buck? You are investing resources across social media channels. It is critical to know what social media channels are most effective for your customer base.

2. Social Media charts don’t tell you what your competitors are doing right
Every company is measuring its efforts. And if they are not, they should be. Do the graphs and charts show you what your competitors are doing well or how they are doing it? There are tools that grade your effort against “others”, but marketers need tools that benchmark their campaign performance over time. Only with benchmarks can one understand what you or your competitors are doing right.

3. Social Media charts, by themselves, don’t give actionable insights
Graphs and charts will give you lots of great information. However, what you need is insight to show you how you need to improve and where to invest scarce marketing resources. Actionable insights are critical to building a holistic marketing strategy.

As marketers, it is imperative to be able to create and use a tool that can address these issues and concerns to enable more efficient decision-making. Make sure your social media measurement and analytics tools report the return on your marketing investment and provide insights into what activities require your focus and what activities do not.

The Quest for Performance Measurement

Posted in Social Media ROI by Matt Carter on July 6th, 2010
 

questThe path that ultimately led me to Terametric began as a bit of a quest. Working for years in the marketing and advertising industry, I’d fielded client and executive questions of measurement and performance hundreds of times.

In the early days we talked in terms of reach and frequency, CPM and a bit later, impressions.  We’d proudly say things like, “this TV buy will reach 60% of your target with an average frequency of 3.6.”  Or, “Our PR outreach effort yielded 687,000 impressions.”  The client’s eyes would momentarily brighten at the size of the figures and then inevitably the questions would come.

  • “What’s the average number of impressions?”
  • “What’s a good frequency?”
  • “Is that enough reach, too much?

Those shrewd clients and executives were really asking, “What does this mean in terms of performance?”  By performance, I’m talking about the degree to which something achieves a desired result.

Enter Web 2.0, the social environment.

A new frontier opened up.  Conversations were occurring, in real-time, across communities, networks and social outposts.  People were talking.  Even more importantly, people were talking about brand experiences. Quite suddenly, the world was awash in social monitoring and measurement purveyors.

We, marketing service providers, began to say things like, “You got 726 mentions around that topic.”  Or, “Your share of voice increased by 20%.” Or even better, “Positive sentiment around your product is trending up.”  Clients and executives would be pleased that counts of various things seemed to be on the increase but inevitably, those same questions rose.

  • “How many mentions is a good number?”
  • “What’s an average share of voice for our industry category?”
  • “What should our sentiment target be?”

They were really asking, “What do these figures mean in terms performance?”  So the quest began.  I searched high and low, reviewing and trialing this tool or that solution, trying to answer those questions.  I dog paddled through a sea of data visualizations, swam upstream through rivers of news and plunged headlong into automated sentiment trackers to no avail.

And then, I met Wendy Troupe.  She had taken a algorithm used initially to predict mutual fund performance and altered its data inputs and scoring methodology to quantify marketing performance.  She could literally measure a company’s ability to attract, engage and retain customers.  I knew this was something different.  I jumped aboard and off we went.

Fast-forward seven months and we find ourselves in our pilot client’s conference room.  Our Benchmark Assessment dashboard remains projected on the wall and there’s a moment of silence.  We’ve just delivered our report on their comprehensive and channel specific marketing performance to date.  Each channel has been scored 1-100 according to its current ability to attract, engage and retain customers.  We’ve demonstrated how to drill down, through the tool, and get at the underlying factors driving that performance.  Our tool provided a detailed roadmap at both a strategic and tactical level for improving that performance.

I braced for the questions but shouldn’t have.  We’d already answered them.  Instead, our client began to talk about prioritizing channel initiatives to achieve performance goals.  My quest, and hopefully yours, had come to an end.

Photo by the talented Kaysse

Related Posts with Thumbnails