New Framework for Social Media Analytics [Infographic]

ACTIONABLE SOCIAL ANALYTICS You Social Analytics Defined: An evolving business discipline that aggre- gates and analyzes online conversations (industry, competitive, prospect, consumer, customer) and social activity generated by brands across social channels. Social analyt- ics enable organizations to act on the derived intelligence for business results, improving brand awareness and reputation, marketing and sales effectiveness, and customer satis- faction and advocacy. SOCIAL ANĀLYTICS SOCIAL ANALYTICS FRAMEWORK FOR MARKETING AND SALES EFFECTIVENESS New to Social Analytics? Here are some key metrics you need to get actionable insights for marketing, sales and customer service effectiveness. KEY PERFORMANCE SOCIAL ANALYTICS INDICATORS (KPIS) Basic Metrics Advanced Metrice # of conversations mentioning your brand # of brand mentions by influencers & vocal customers Sov sov Infuences & voo cuetomers total # of industry conversations Total # of relevant mentions Brand Awareness and Reputation % positive % negative Trend Analysis: Current market trends likely to affect brand reputation Sentiment Analysis % neutral • Emerging trends likely to affect brand reputation Type of Analytics: Historical trend analysis. near- or real-ime analysis for new product lkunches or initiatives Engagements Social - Total # of followers Reach across all social platforms • By campaign • Per specific social platform (e.g. Twitter, then by campaign contributor) Per specific post %3D Month-over-Month Quarter-over-Quarter Growth: Influencers aware of brand Marketing Program Effectiveness Influencer Engagement Total of Engagement = Industry influencers # Likes + 4 Shares + Retweets +# blog comments ROI of social campaigns ROI of traditional marketing campaign Cost / Benefit * of published posts or pieces of content Analysis Types of Analytics: Historical trend analysis Lead Generation Effectiveness # of leads generated or influenced by social campaigns N of total leads - Lead Generation Effectiveness # of new leads from social channels Lead Generation Effectiveness # of total leads Depth of prospect profiles: Integration of social profiles with traditional CRM profiles (social CRM to CRM) Types of Analytios: Historical trond analysis, near-time for spocitic load goneration campaign performance Social Sales Effectiveness = e of sales coming from social channels Repeat Purchases = Wof customers buying more due to social engagement W of purchases # total sales Increased Sales; Shorter Sales Cycles Overall Sales Effectiveness: Growth in Sales from Social Channels: • Month-over-Month •Quarter-over-Quarter • Year-over-Year • Growth in average deal size Shorter sales cycles More deals per sales person due to deeper customer insight Types of analytics: Historical trend analysis Social Comment Integration: Complaint Visibility/ Feedback · Ability of customer service reps to post or comment on brands social channels Ability to integrate social customer data & communications into Voice of Customer applications Customer Satisfaction; Reduced Churn • Proactive issue escalation. mining of social posts from customers to identify customer service issues or defection triggers • Text & sentiment analysis of social posts of custoriers Tvpes of analytics: Near- and real-time for fielding customer calls, Sentiment & historical trend analysis for proactive outreach Prepared by awareness social marketing software For a detailed guide on social analytics visit http://bit.ly/H8XziC CUSTOMER SERVICE SALES MARKETING