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Sa#sfac#on	  &	  Digital	  Metrics	                                                                         Quan#fy	  the	...
Metric	  4	  –	  Customer	  Sa1sfac1on	                                   Customer	  Sa#sfac#on	  Measured	  by	  Asking	 ...
CSAT	  is	  not	  the	  same	  as	  awareness	     and	  is	  more	  closely	  related	  to	  loyalty	     –	  loyalty	  f...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Brands	  have	  established	  customer	     bases	  and	  these	  customers	  have	     experiences	  with	  the	  product...
For	  example,	  a	  major	  automaker	     measured	  CSAT	  and	  brand	  purchase	     intent	  finding	  a	  one-­‐to-­...
Customers	  who	  had	  problems	  with	  a	     par#cular	  car	  brand	  were	  more	     sa#sfied	  and	  had	  a	  high...
Why?	  HTTP://EMAGINE-GROUP.COM       BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Excellent	  customer	  service	  if	  there	     was	  a	  problem	  with	  the	  new	  car	     measurably	  changed	  pe...
Therefore,	  customer	  sa#sfac#on	  is	     the	  “golden”	  marke#ng	  metric	  that	     bridges	  both	  loyalty	  and...
So	  how	  do	  we	  measure	  it?	  HTTP://EMAGINE-GROUP.COM               BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENAB...
On	  a	  scale	  of	  1	  to	  10,	  would	  you	     recommend	  this	  product/service	  to	     a	  friend	  or	  colle...
In	  a	  customer	  service	  environment,	     only	  the	  people	  who	  answer	  9	  or	  10	     maUer,	  everyone	  ...
So	  here	  is	  my	  ques#on	  to	  you	  –	  	                                    	        What	  product	  or	  service...
“Would	  you	  recommend	  to	  a	     friend?”	  is	  the	  essen#al	  ques#on	  to	     define	  sa#sfied	  customers	  HT...
But	  does	  that	  maUer	  to	  us	  –	  how	     many	  people	  would	  recommend	  us?	  HTTP://EMAGINE-GROUP.COM     ...
Fred	  Reichheld	  used	  this	  ques#on	  to	     define	  another	  essen#al	  marke#ng	     metric	  known	  as	  –	  	 ...
The	  Net	  Promoter	  Score	  is	  a	  beUer	     metric	  for	  customer	  service	  because	     it	  is	  more	  accur...
To	  get	  the	  Net	  Promoter	  Score	  –	  we	     subtract	  the	  average	  number	  of	     detractors	  (score	  0	...
The	  difference	  is	  one	  word	  in	  the	     ques#on	  –	  recommend	  becomes	     sa#sfied	  HTTP://EMAGINE-GROUP.CO...
Why	  is	  this	  a	  beUer	  metric?	  HTTP://EMAGINE-GROUP.COM              BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY EN...
For	  ac#onable	  metrics,	  it	  is	  beUer	  to	     ask	  a	  few	  simple	  ques#ons	  that	     focus	  the	  consume...
The	  ul#mate	  for	  a	  marketer	  is	  when	     your	  customers	  are	  so	  excited	  about	     your	  products/ser...
Customer	  evangelists	  and	  fans	     demonstrate	  their	  emo#onal	     connec#on	  to	  your	  brand,	  so	  they	  ...
A	  customer’s	  recommenda#on	  is	     the	  best	  compliment	  your	  customer	     can	  ever	  give	  your	  brand	 ...
But	  customer	  sa#sfac#on	  is	  a	     double-­‐edged	  sword	  –	  ask	  this	     ques#on	  instead	  HTTP://EMAGINE-...
What	  product/service	  would	     you	  not	  recommend	  to	  a	  friend?	  HTTP://EMAGINE-GROUP.COM       BRAND FOCUSE...
This	  ques#on	  can	  elicit	  a	  strong	     response	  –	  simple	  maintenance	     issues,	  incorrect	  billing,	  ...
When	  people	  talk	  more	  about	  bad	     experiences	  –	  customer	  sa#sfac#on	     declines	  decreasing	  future...
We	  call	  this	  metric	  the	  golden	     marke1ng	  metric	  because	  it	  links	     brand	  and	  loyalty	  in	  t...
Digital	  Metrics	                                               Measuring	  Online	  Success	  HTTP://EMAGINE-GROUP.COM  ...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
There	  seem	  to	  be	  a	  lot	  of	  qualita#ve	      benefits	  like:	      	      Loyalty	      Trust	      Passion	  ...
But	  you’ve	  probably	  been	  told….	                                 	         “That	  stuff	  is	  hard	  to	  measure...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
It	  is	  easy	  to	  measure,	  just	  not	  with	  the	   conven#onal	  metrics	  ….	   	   Because	  it	  affects	  more...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
Metric	  #1	  –	  Strength	  of	  Voice	  HTTP://EMAGINE-GROUP.COM                     BRAND FOCUSED, SOCIALLY ACTIVE, DIG...
Strength	  of	  Voice	  (SOV)	  measures	  the	      brand	  awareness	  and	  reputa#on	  online.	  HTTP://EMAGINE-GROUP....
It	  is	  a	  historical	  analysis	  of	  how	  many	      people	  have	  been	  talking	  about	  your	      brand.	  H...
Strength	  of	  Voice	                                                	           #	  of	  Conversa#ons	  men#oning	  your...
With	  the	  SOV	  metric,	  we	  are	  looking	  at	      the	  %age	  posi#ve,	  %age	  nega#ve	  and	      %age	  neutr...
Strength	  of	  Voice	  #2	                                         	  #	  of	  brand	  men#ons	  by	  influencers	  and	  ...
Metrics	  2	  –	  8	  –	  Marke1ng	  Effec1veness	                             Reach,	  Engagement,	  Lead	  Genera#on	  &	...
This	  equa#on	  is	  a	  more	  focused	      approach	  to	  understanding	  who	      influences	  your	  brand	  reputa...
We	  have	  4	  metrics	  that	  are	  used	  for	      measuring	  the	  effec#veness	  of	  our	      online	  marke#ng	 ...
Social	  Reach	  is	  the	  total	  #	  of	  followers	      across	  all	  social	  plajorms.	  HTTP://EMAGINE-GROUP.COM ...
Social	  reach	  is	  important	  because	  we	      need	  to	  understand	  how	  many	  people	      to	  we	  touch	  ...
Social	  reach	  is	  also	  used	  to	  calculate	  the	      value	  of	  the	  each	  follower	  to	  the	  brand.	  HT...
Value	  of	  Fan/Follower	                                            	                                   Social	  Reach	 ...
Engagement	                                          	  #	  Likes	  +	  #	  of	  Shares	  +	  #	  Retweets	  +	  #	  Comme...
Engagement	  can	  be	  calculated:	      	      By	  Campaign	      Per	  Specific	  Social	  Plajorm	      Per	  Specific	...
Influencer	  Engagement	                                         	        Total	  Number	  of	  Influencers	  Aware	  of	  B...
Cost/Benefit	  Analysis	                                         	                     ROI	  of	  Digital	  Media	  Campaig...
Lead	  Genera1on	  Effec1veness	                                               	               #	  of	  new	  leads	  from	...
Lead	  Genera1on	  Effec1veness	  #2	                                           	  #	  of	  new	  leads	  generated	  or	  ...
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
HTTP://EMAGINE-GROUP.COM   BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
This	  is	  only	  the	  beginning	  of	  the	  journey	      when	  it	  comes	  to	  digital	  metrics.	  HTTP://EMAGINE...
Customer Service & Digital Metrics
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Customer Service & Digital Metrics

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Understanding how to quantify the digital mediums

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Customer Service & Digital Metrics

  1. 1. Sa#sfac#on  &  Digital  Metrics   Quan#fy  the  Online  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  2. 2. Metric  4  –  Customer  Sa1sfac1on   Customer  Sa#sfac#on  Measured  by  Asking  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  3. 3. CSAT  is  not  the  same  as  awareness   and  is  more  closely  related  to  loyalty   –  loyalty  feeds  awareness  in  the   behavioral  impact  model  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  4. 4. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  5. 5. Brands  have  established  customer   bases  and  these  customers  have   experiences  with  the  product/ service  that  defines  their  percep#on   of  the  brand  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  6. 6. For  example,  a  major  automaker   measured  CSAT  and  brand  purchase   intent  finding  a  one-­‐to-­‐one   connec#on  between  CSAT  and   repurchase  inten#on  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  7. 7. Customers  who  had  problems  with  a   par#cular  car  brand  were  more   sa#sfied  and  had  a  higher   repurchase  intent  than  those  who   did  not  have  any  problems  at  all.    HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  8. 8. Why?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  9. 9. Excellent  customer  service  if  there   was  a  problem  with  the  new  car   measurably  changed  percep#on   posi#vely  toward  the  brand  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  10. 10. Therefore,  customer  sa#sfac#on  is   the  “golden”  marke#ng  metric  that   bridges  both  loyalty  and  brand   awareness  –  and  can  be  used  as  a   leading  indicator  of  future  sales  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  11. 11. So  how  do  we  measure  it?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  12. 12. On  a  scale  of  1  to  10,  would  you   recommend  this  product/service  to   a  friend  or  colleague?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  13. 13. In  a  customer  service  environment,   only  the  people  who  answer  9  or  10   maUer,  everyone  doesn’t  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  14. 14. So  here  is  my  ques#on  to  you  –       What  product  or  service  would  you   recommend  to  a  friend?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  15. 15. “Would  you  recommend  to  a   friend?”  is  the  essen#al  ques#on  to   define  sa#sfied  customers  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  16. 16. But  does  that  maUer  to  us  –  how   many  people  would  recommend  us?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  17. 17. Fred  Reichheld  used  this  ques#on  to   define  another  essen#al  marke#ng   metric  known  as  –     The  Net  Promoter  Score  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  18. 18. The  Net  Promoter  Score  is  a  beUer   metric  for  customer  service  because   it  is  more  accurate  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  19. 19. To  get  the  Net  Promoter  Score  –  we   subtract  the  average  number  of   detractors  (score  0  –  6)  from  the   number  of  promoters  (9  –  10).  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  20. 20. The  difference  is  one  word  in  the   ques#on  –  recommend  becomes   sa#sfied  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  21. 21. Why  is  this  a  beUer  metric?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  22. 22. For  ac#onable  metrics,  it  is  beUer  to   ask  a  few  simple  ques#ons  that   focus  the  consumer’s  aUen#on  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  23. 23. The  ul#mate  for  a  marketer  is  when   your  customers  are  so  excited  about   your  products/services  that  they   recommend  to  friends  or  colleagues  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  24. 24. Customer  evangelists  and  fans   demonstrate  their  emo#onal   connec#on  to  your  brand,  so  they   become  the  marke#ng  department   –  everywhere!  Their  passion  adds   authen#city!  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  25. 25. A  customer’s  recommenda#on  is   the  best  compliment  your  customer   can  ever  give  your  brand    HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  26. 26. But  customer  sa#sfac#on  is  a   double-­‐edged  sword  –  ask  this   ques#on  instead  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  27. 27. What  product/service  would   you  not  recommend  to  a  friend?  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  28. 28. This  ques#on  can  elicit  a  strong   response  –  simple  maintenance   issues,  incorrect  billing,  and  terrible   customer  service  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  29. 29. When  people  talk  more  about  bad   experiences  –  customer  sa#sfac#on   declines  decreasing  future  sales  and   damaging  the  brand  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  30. 30. We  call  this  metric  the  golden   marke1ng  metric  because  it  links   brand  and  loyalty  in  the  behavioral   impact  model  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  31. 31. Digital  Metrics   Measuring  Online  Success  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  32. 32. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  33. 33. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  34. 34. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  35. 35. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  36. 36. There  seem  to  be  a  lot  of  qualita#ve   benefits  like:     Loyalty   Trust   Passion   Interac#on   Brand  Awareness  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  37. 37. But  you’ve  probably  been  told….     “That  stuff  is  hard  to  measure”  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  38. 38. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  39. 39. It  is  easy  to  measure,  just  not  with  the   conven#onal  metrics  ….     Because  it  affects  more  of  your   organiza#ons  aUributes  than  just   boas#ng  sales  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  40. 40. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  41. 41. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  42. 42. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  43. 43. Metric  #1  –  Strength  of  Voice  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  44. 44. Strength  of  Voice  (SOV)  measures  the   brand  awareness  and  reputa#on  online.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  45. 45. It  is  a  historical  analysis  of  how  many   people  have  been  talking  about  your   brand.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  46. 46. Strength  of  Voice     #  of  Conversa#ons  men#oning  your  brand   Total  #  of  Industry  Conversa#ons  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  47. 47. With  the  SOV  metric,  we  are  looking  at   the  %age  posi#ve,  %age  nega#ve  and   %age  neutral  to  determine  the   sen1ment  value.    HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  48. 48. Strength  of  Voice  #2    #  of  brand  men#ons  by  influencers  and  vocal  customers   Total  #  of  relevant  men#ons  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  49. 49. Metrics  2  –  8  –  Marke1ng  Effec1veness   Reach,  Engagement,  Lead  Genera#on  &  Cost/Benefit  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  50. 50. This  equa#on  is  a  more  focused   approach  to  understanding  who   influences  your  brand  reputa#on  and   which  direc#on  the  trend  is  moving.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  51. 51. We  have  4  metrics  that  are  used  for   measuring  the  effec#veness  of  our   online  marke#ng  programs.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  52. 52. Social  Reach  is  the  total  #  of  followers   across  all  social  plajorms.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  53. 53. Social  reach  is  important  because  we   need  to  understand  how  many  people   to  we  touch  with  our  brand  messages  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  54. 54. Social  reach  is  also  used  to  calculate  the   value  of  the  each  follower  to  the  brand.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  55. 55. Value  of  Fan/Follower     Social  Reach   Total  Online  Marke#ng  Spend  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  56. 56. Engagement    #  Likes  +  #  of  Shares  +  #  Retweets  +  #  Comments   #  of  published  posts  or  pieces  of  content  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  57. 57. Engagement  can  be  calculated:     By  Campaign   Per  Specific  Social  Plajorm   Per  Specific  Post  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  58. 58. Influencer  Engagement     Total  Number  of  Influencers  Aware  of  Brand   Total  #  of  Industry  Influencers  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  59. 59. Cost/Benefit  Analysis     ROI  of  Digital  Media  Campaigns   ROI  of  Tradi#onal  Marke#ng  Campaigns  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  60. 60. Lead  Genera1on  Effec1veness     #  of  new  leads  from  social  channels   #  of  total  leads  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  61. 61. Lead  Genera1on  Effec1veness  #2    #  of  new  leads  generated  or  influenced  by  social   channels   #  of  total  leads   HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  62. 62. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  63. 63. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  64. 64. HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED
  65. 65. This  is  only  the  beginning  of  the  journey   when  it  comes  to  digital  metrics.  HTTP://EMAGINE-GROUP.COM BRAND FOCUSED, SOCIALLY ACTIVE, DIGITALLY ENABLED

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