The Value of reputation and intangible assets

2. Social Media Benefits Category of Business Benefit Intangible Tangible Source of contribution Customer Loyalty & Brand Awareness Direct Revenue Lower Operational Expense Comment Customer/Member profile √ √ Customer intelligence & extending market reach at low cost Advocacy/pass through revenue √ √ √ Sales channel for complimentary products/services Group Discounts √ √ Special offers to subscribers Affiliation √ √ Viral sales Member-Member commerce √ √ Packaging brand products to serve customer's own network Offline events √ √ Forms deeper relationships Competitive research √ √ √ Access to opinions using polls/surveys Product & service co-creation √ √ √ Lower service development costs Peer-to-peer self-help √ √ √ Reduces contact centre traffic Membership √ √ √ Friends invitations. Member get member

3. Intangibles – the prize