Do you find justifying the time and money spent on social media to be difficult? Read on!

1. Measuring ROI from Social Media Daniel Davidson March 16th, 2010

3. Sources of value from Social Media2

4. Why is ROI Important? As marketers, we focus on: Selling more units Growing market share Increasing the subscriber base Deploying more communications This is all fine and dandy, but the true goal of a company isTO MAKE MONEY Jack, the boss I paid $1MM for this project. Where is my return?!? Bahhh! … and ROI is the metric that shows if money is being made 3

6. Ralph Lauren Cologne Print Ad

7. Dell Computer Direct MailThe house that Jack didn’t build 4

9. Want to build awareness? Drive retention? Have a strong call-to-action? Tough! You don’t get to control the content – the user does! (that’s why they call it “user-generated,” silly!)

10. Social Media is always changing!

11. Yesterday, MySpace. Today, Facebook. Tomorrow, who knows?

12. Introducing… Brian’s Bacon Bungalow 50 different varieties of Bacon sent to your door! Hundreds of Bacon Recipes! Discounts on Bacon Fryers! Check us out at www.BriansBaconBungalow.com ! 6

13. Bacon Social Media ...set up a Facebook fan page to share bacon tips …tweet about new recipes and product launches … post videos of how to make complex recipes … upload pictures of fabulous, beautiful bacon 7

14. Major Types of Social Media Blogs Customer reviews, forums Micro-blogs (e.g. Twitter) Communities (e.g. Facebook) Video sharing (e.g. YouTube) Photo snaring (e.g. Flickr) Podcasts Wiki’s (e.g. Wikipedia) Virtual worlds (e.g. SecondLife) Social Bookmarking (e.g. Delicious) Documents (e.g. Slideshare.net) 8

15. The “investment” of return on investment… Time (generate content, review comments) Agency fees Video production or editing YouTube partner program Blog hosting or setup Equipment (video cameras) Multimedia software Training Source: Kru Research 9

16. Approach to ROI “I know that my social media efforts drive revenue, but how? And how will I be able to measure this effect?” Corporate Social Involvement Consumer Action Engagement Metrics Business Impact …which will lead consumers to interact with the brand, form opinions, and take action online… A company sets up social discussion on social networks like Facebook and YouTube… …which we will measure using various social network tools… …and then correlate to business impact, such as bacon revenue. The accuracy of a solid ROI model lies in the last step: translating engagement (like YouTube video views or sentiment analysis on a blog) into financial results. 10

17. Engagement Metrics @ replies (Twitter) Active placements (Widgets) Badges/Buttons downloaded (General) Click throughs (General) Comments (Blogs, YouTube, General) Downloads (General) DMs (Twitter) E-Cards/Cheer card (General) Embedded links/embeds (YouTube, Videos) Fans / Followers / Friends / Contacts (Facebook, Twitter, YouTube, Flickr) Forward to Friend (Blogs, General) Grabs (Widgets) Links / Trackbacks (Blogs, Twitter, General) Listed Listens (Podcasts) Members (Total Members, New Member, Active Member) Off-line mentions (Traditional media) Opt-ins (email newsletters) Page views (General) Print page (General) Rankings in search engines (YouTube and Twitter content in Google Results) Ratings / Rankings / Tags (YouTube, Blogs, General) Ratios (Member vs. Complete Profile, Member vs. Activity, Read vs. Comment (total/new/active/unsubs)) Refer a friend (email newsletters, Blogs, General) Return visitors (General) RTs (Twitter) Sentiment (General social media) Share of conversation (General social media) Shares (General) Subscribers (email opt-in, RSS feeds) Time spent per visit (General) Total mentions (General) Trackbacks (see Links) Unique visitors (General) Videos viewed (YouTube, General) Votes/Like This (YouTube, General) Source: Kru Research 11

21. Scenario modeling– build scenario analysis to model the chain of events from a certain online action to an eventual car sale

22. Mirroring method– how much was gained by mirroring an another tactic?

23. Baseline analysis– measure the level of a business objective (e.g. test drives) before and after the implementation of a social network initiative12

24. Linking Metrics to Return: Link Tagging Brian’s Bacon Bungalow Embed a key or referrer ID in links so that we can track an individual from online action to eventual sale Link to a website where customer registers and can then be tracked Other techniques might allow for cookie placement, so that a purchase on another day could be tracked back to the viewer of the Facebook page. Brian uses Facebook to create hype around a new product or bacon recipe 13

25. Linking Metrics to Return: Scenario Modeling Build scenario analysis to model the chain of events from an online action to an eventual revenue inflow Brian’s Bacon Bungalow “10,000 unique individuals read one of @BriansBaconBungalow tweets last year. Twitter analytics tells me so!” “I know from research and surveys that 10% of these individuals will visit www.BriansBaconBungalow.com.” “Website path analysis tells me that 5% of online visits result in a purchase, adding an average of $30 in revenue.” 10,000 × 0.10 × 0.05 × $30 = $1,500 in incremental revenue from Tweeting 14

26. Linking Metrics to Return: Mirroring Method How much was gained by mirroring or replacing another tactic? Brian pays $100 per 10,000 impressions in Bacon Monthly. Brian got 10,000 views of a photo/ad on Flickr! The same number of impressions in Bacon Monthly normally costs $100, and generates $200 in revenue. Yay! Bacon Monthly Cholesterol is overrated – bacon is not! pg 11 Get this recipe and more at BriansBaconBungalow.com! FDA approves bacon as cure for H1N1! YouTube = TV Facebook = PR Flickr = Print Social Media tactics that resemble traditional media Bacon for dessert? Of course! Bacon babes - pg 9 15

27. Linking Metrics to Return: Baseline Analysis Measure the revenue before and after the implementation of a social media tactic ‘How to make Bacon Sushi’ Brian posts a series of videos on YouTube, demonstrating how to make some of the more difficult bacon recipes… … and he measures revenue before and after the posting. Website Sales by Month ($) YouTube Video series launches 16

28. Return from social media investment will materialize in multiple ways… Increased revenue from visits to website or store Positive social involvement drives individuals to the doctor’s office, retail store or to the corporate sites – each such visit moves the consumer 1 step closer to purchase YouTube videos replace TV spots, Facebook contests replace official PR efforts, Flickr pictures replace print ads Decreased cost from traditional media channels Decreased cost from business replacement (customer service, focus groups, market research) Consumer opinions from blogs, posts, and discussion groups provide insights and intelligence normally obtained through focus groups and market research. Product user forums replaceofficial customer service. Increased revenue from Word Of Mouth Social involvement develops and empowers brand ambassadors, who work to bring others into the conversation around the brand Increased revenue from loyalty and social affirmation of purchase Increased interaction with the brand through social sites will build loyalty, which drives repeat purchases Decrease cost Increase revenue 17

29. Additional (and indirect) sources of return from social involvement Increased revenue from press coverage and PR Well-executed social interaction initiatives will create favorable press coverage and PR (example: GM FastLane blog) Monitoring the social network sites will allow marketers to hear adverse opinions early and to get a handle on problems quickly Decreased cost from monitoring adverse events and opinions Decreased cost from shareholder communications Social networks provide the company a unique medium through which to comment on financial results, corporate changes and other news with the shareholders and investment community Decreased cost from HR/recruiting The “best and brightest” will leverage employee posts and other discussion boards in their decision to apply to and work for the company Increased sales from employee productivity Employees will be happier and more productive when they have forums where they can share their passion with their work with the outside world 18

31. ScenarioModeling: A x B x C = $

32. Mirroring Method: what other tactic does this mirror?

33. Baseline analysis: measure revenue before and after

34. Look beyond just “increased sales” for sources of return from social media19

35. The goal of social media is to create conversation. The goal of a company is to make money. As marketers, we need to show clients and managers how these conversations translate to money. = + 20

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