Social media requires resources to create and post engaging content which can be measured through various metrics like member activity, loyalty, and traffic patterns. While there are costs associated with staffing, subscriptions, and influencer incentives, social media's role in customer service is to build strong relationships and loyalty by providing a community where customers can interact and get problems solved, which raises brand awareness.
1. SOCIAL MEDIA ROI By NodiraMavlyanova, Léa Bonnin, Sara Edward MBA2A
2. Social Media, not free? Time is money Cost attached to everything posted: Video, pictures making Staff involved (hired /shift/training) Subscription fees depending on the SM used and the people targeted. Influencer incentives SM included in the P&L
3. How to measureit in addition to roomsbooking? Most Active Members Unique visitors Member Loyalty Ratio: Searches Per Post Page Views Top Searches Image Messages Posts Market research (survey) Traffic patterns & statistics New Member Registrations Member Satisfaction Feed back Correlation Klout score
4. How to develop SM withlowcosts Post engaging and interesting content (videos, pictures, discussions, news) Post on a regular basis Target audience (influencers for ex) Decide the type of communication Be active Respond to customer comments Make an interactive page (surveys, game)
5. Whatrole SM has in customer services? Strongcustomerrelationship Problemsolving Loyalty Brand awareness Brand recognition to customers Belonging to a community sharing the same values
