Tweeting of purchases is a plug that money can’t buy – Social Media ROI Monetization

Laurel Papworth- Social Network Strategy

How about a customer sharing a purchase on Facebook – can that make you money? Those little “Facebook Share” and “Tweet This” buttons are starting to show real power in the emerging C2C (Customer to Customer) media channels.

ROI 257

Forrester Groundswell 2011 Awards: AT&T – Proving the ROI of Social Media for Customer Service

Ant's Eyeview Blog

The question often posed to social media practitioners by senior executives is: what’s the ROI of Social Media? Learn what AT&T did to quantify the impact of leveraging social media for customer service. Customer Verbatim. How do you prove Social Media ROI?

2011 71

Lotusphere 2011 Notes: Social Business ROI Panel

Portals and KM

I attended a session on social business ROI. In this case Slumberland  was able to transform the way it interacts with its employees, franchisees and customers, leading to a higher quality buying experience for their customers and prospects. This is another in a series of my notes on Lotusphere 2011. To the the left is another great sunset over the event. This session hosted by IBM VP Sandy Carter, Social Business and Sales, Collaboration Solutions.

2011 130

How the Client Experience Defines the New ROI of Social Business – Finally, A New KPI in the Making

Elsua

And I am not talking about the traditional concept behind a customer. They are also the very same ones that keep you employed for many years to come, just like any other customer would do. How the Client Experience Defines the New ROI of Social Business. The main business goal of most companies is no longer to just profit per se (although still a major driver), but essentially “to delight their customers,” as Steve Denning would say. Happy employees = happy customers.

2014 198

The Social Media ROI Obsession

Online Social Networking

Is our preoccupation with measuring social media ROI counterproductive? Regarding return on investment, Chris pointed out that measuring the ROI of social media was like trying to measure the ROI of a friendship. I agreed with Chris’ assessment of social media, but let me ask you this question: What about measuring the ROI of your reputation? Marketing tends to revolve around cost per acquisition and ROI. Customer Relationship Management.

ROI 58

SAP and MindTouch Work Together to Enhance Customer Experience

Portals and KM

A major area of concern for companies with large customer bases is the consistency and quality of the information a company provides. Service agents are also able to help customers take advantage of up-sell and cross-sell opportunities at the right time.

SAP 158

Coping with Social Media ROI

Ant's Eyeview Blog

For the past 3 years (since I have been reading on this topic) there have been countless blog posts on Social Media ROI (Return on Investment; not the equally popular Risk of Ignoring). ROI has been incorrectly positioned to be the critical element to signal credibility. I think ROI got a bad wrap. ROI is thrown around anytime someone outside of Finance needs to justify a corporate spend. My advice is address head-on the ROI question.

ROI 45

State of Customer Data Integration in 2012

Portals and KM

In February 2012, Scribe Software surveyed 300 business leaders and channel partners to uncover opportunities and challenges associated with customer data integration. “ The State of Customer Data Integration in 2012” report contains input from C-level executives, business analysts and IT engineers, and systems integrators and consultants who design and implement data integration for their enterprise clients.

2012 122

It’s Time to Flip the Social Media & Community ROI Equation on its Head

Online Community Strategy

Unfortunately, there is also a problem with the current approach Brands take: i t’s unsustainable – unsustainable because it is predicated on Customers doing valuable work for free. . Hosting a discussion forum met pent-up need for customers to connect, share and help each other. The most critical thing is to rethink the Social & Community value equation, and to move beyond the myopic view of Customer Communities as solely a means to reduce cost.

2015 46

Coveo Customer Information Access Solutions (CIAS) Moves to Version 2.0

Portals and KM

The Customer Information Access Solutions (CIAS) are a set of individual, but related, extensions of the core platform that address specific business issues. We first discussed CIAS for Customer 360 that provides analytics dashboards.

Custom 164

It’s Time to Flip the Social Media & Community ROI Equation on its Head

Online Community Strategy

Unfortunately, there is also a problem with the current approach Brands take: i t’s unsustainable – unsustainable because it is predicated on Customers doing valuable work for free. . Hosting a discussion forum met pent-up need for customers to connect, share and help each other. The most critical thing is to rethink the Social & Community value equation, and to move beyond the myopic view of Customer Communities as solely a means to reduce cost.

2015 35

TransUnion Provides Good Example of Social Media ROI

Portals and KM

I read a nice case study, ROI on social networking? You save money, provide better customer service, maintain control over your collaboration process, and learn more about the capabilities of your employees. I do not know if there is a ROI new but it does show the power of social media TransUnion is leading the way , on the LCG Enterprise Technology Blog. TransUnion implemented Socialtext. It makes three good points.

ROI 100

Understanding Your Online Customer's Moves with TeaLeaf

Portals and KM

At the same time, the Web is perhaps the only form of business where you can’t actually see or interact with your customers on a personal basis at the point of transaction. I have worked extensively in a past life with customer service in call centers and their monitoring systems.

Custom 130

UC And ROI: IBM's Truth And Fiction Example

Collaborative Thinking

I caught a couple of blog posts on the IBM Keynote for UC ( Lotusphere Message: Yes There Is a UC ROI ) and then one on the Sametime blog (see below). Overall - I give IBM 3 Thumbs-Up and 5 Thumbs-Down: The ROI of Unified Communications & Collaboration. And if you operate a call center, it costs on average $10 to handle a single customer call. the initial investment…and the ROI just gets better and better in year 2 and beyond.

ROI 100

UC And ROI: Round2: IBM's Truth And Fiction Example

Collaborative Thinking

This example is a stretch for me - a big stretch - most customer-facing applications on web sites that are handled by call centers do not use off-the-shelf generic IM products. You need to integrate on-hook/off-hook signaling, integrate with other customer response management tools (telephone, web, e-mail, IM, etc). We specifically included this scenario because we have customers who use Sametime for exactly this purpose.

ROI 106

Community ROI Report

John Tropea - Delicious Community

Blog About Ed Projects Services Community ROI Report November 21, 2007 – 1:39 pm Forum One have released another of their very handy online community survey reports, this time about Community ROI. I’m hearing a lot about The ROI of communities and it reminds me of the baying for the ROI of ‘Knowledge Management’ from the commercial members of organisations as the KM-ers tried to introduce KM stuff some years ago.

ROI 30

Customer service : avoid being the victim of you social media success - Bertrand Duperrin's Notepad

John Tropea - Delicious Community

Customer Relationship & Marketing. You are here: Home / Customer Relationship & Marketing / Customer service : avoid being the victim of you social media success. Customer service : avoid being the victim of you social media success. Engage with customers.

2013 69

Creating customer communities :: Blog :: Headshift

John Tropea - Delicious Community

Creating customer communities Categories: Corporate , Future Trends , Legal and Professional Services , Media and Publishing , Public and Third Sector Anyone who follows my movements online will have noticed that Ive been rather quiet recently.

Social media cost of inaction: COI

Laurel Papworth- Social Network Strategy

I’ve been speaking for a couple of years now on “The COI – Cost of Inaction&# …it’s always a good fallback when companies won’t accept the ROI – Return on Investment. Tags: Australia Online Communities ROI social media social networks web 2.0

Costs 216

acidlabs » Social network ROI in business

John Tropea - Delicious Social Network KM

home What we do Meet us Clients Partners Public speaking Press coverage browse ↓ asides (206) featured (33) posts (387) speaking (12) posts Social network ROI in business 26 March 2008 | 4 Comments Hello! The notion of ROI on social networking tools in business (Enterprise 2.0) has been the subject of significant discusson and research the past few months; mostly drawing the conclusion that seeing ROI in terms of dollars on Enterprise 2.0 acidlabs Conversation.

ROI 28

Community ROI / Online Community Unconference 2007

John Tropea - Delicious Community

5 Revisions Print Tools Export as HTML Export to PDF Export to Word Community ROI hide OCU_ROI.pdf Community ROI Or … Wild Goose Chase Or … Justifying Online Communities Or … The ROI Narrative (posted by Holly Pendleton) Categories: • Support • Product Development • Marketing • HR • Metrics that have been compiled to date: (Joe Cothrel @ Lithium) • Community users remain customers 50% longer than non-community users.

2007 28

Twelve best practices for online customer communities | Enterprise Web 2.0 | ZDNet.com

John Tropea - Delicious Community

trends in business this year has been the advent of the Web-based customer community, where groups of like-minded individuals focus around a brand or a set of product and services come together and interact online. Best Practices for Online Customer Communities 1.

The Role of Brands in Online Communities

Online Community Strategy

The reasons for the bad advice and thinking are myriad and may include legitimate causes like: steady pressure from a slowly recovering economy, increased demands for customer attention online and competition for prioritization amongst a growing list of places to play in social media.

Roles 86

Social Media Group " Blog Archive " The ROI of Communities - Part II

John Tropea - Delicious Community

Social Media Group About SMG Clients Media 2008 Services The ROI of Communities - Part II by Maggie Fox | November 23rd, 2007 | Category: education Earlier this week I did some prep for a roundtable on the ROI of Communities at a conference held by the Canadian Marketing Association, and came across the most wonderful list of statistics, courtesy of Bill Johnston , and compiled by Joe Cothrel. Community users remain customers 50% longer than non-community users. (AT&T,

2007 28

Mining the Business Value of the Social Web: Behavioral Metadata

Web Social Architecture

They're getting out there and participating, and their customers are creating content, but that content is hard to present meaningfully, and partly because of that most social media marketing efforts fail to realize their full promise. As an information architect, I work with metadata a lot.

2008 141

Webinar - Online Communities: Surviving & Thriving in the Economic Downturn

Online Community Strategy

Rethinking “ROI&#. Thor Muller is CEO & Co-founder of Satisfaction, a startup delivering “people-powered customer service for absolutely everything.&#. Tags: Advertising Community 101 Community Management Marketing Metrics Online Community Report Online Community Roundtable social media online commnity community roi social marketing social media roi Online Communities: Thriving in the Economic Downturn Webinar.

Site Optimization: Lipstick on a Pig?, Or, Bacon and the Theory of Local Maximum

Web Social Architecture

Can it maximize the creation of mutual value between businesses and customers? Tags: Analytics & ROI Jason Carmel is a colleague of mine I learn a ton from.

2008 142

Online Communities: Thriving in the Downturn

Online Community Strategy

Slightly less than a quarter (19%) respondents said that their internal stakeholders are closely monitoring the Return On Investment (ROI) of their online community to consider its value. We are a membership organization, and we see this is an important way to deliver value for membership, particularly in a time when our customers are unable to travel. Tags: Online Community online community manage economic downturn roi online community roi 1

Active Lurkers – The Hidden Asset in Online Communities

John Tropea - Delicious Community

Active lurkers also include those people who may visit a customer support community and find a solution to their problem without contributing to the community. Those people derive a lot of value from that community interaction and so does your company since they do not clog up your customer call center. RELATED POSTS - Customer communities do pay off!

Social Media Carpetbaggers and Snake Oil Salesmen

Online Social Networking

Measuring ROI and developing other hard metrics was a concern shared by several authors. I protested already in my article, The Social Media ROI Obsession , that much of social media marketing is really public relations, and that the use of softer metrics may be appropriate in such a case. Tags: Measurement and Tracking Networking and Marketing Strategy News Public Relations Web Marketing Marketing ROI Social Media social media marketing web development

AI Use Cases For Communities & Networks

Online Community Strategy

The study also found that 35 percent of respondents use AI for interaction with customers (a.k.a. Customer Experience (for Community Members). ROI measures. Identifying customer behavior trends. Artificial Intelligence is arguably the buzziest of buzz words these days.

2018 51

The Social Organization: Growing a Community is Like Making Risotto

John Tropea - Delicious Community

The power of communities is so tantalizing - the idea that a large group of people will all work with you to help make your products better, help other customers, and advocate to all of their friends is too intriguing to pass up. The Social Organization. About Rachel. Social Media Metrics.

2009 60

‘Communities’ and ‘Networks’: A Conceptual and Linguistic 2.0 Mess | Sonnez en cas d'absence

Delicious/choconancy/community

is, besides embodying new relationships between brands and customers, raising awareness among top managers about the potentials of collaborative work. If you look at customer support communities on the other, you may only find very weak networks in them.

2010 51

6 Reasons Your Business Doesn’t Need Social Media

Laurel Papworth- Social Network Strategy

and trust me I’ve heard them all – are: We know our customers, we don’t need to listen to them online. I prefer to talk to my customers face to face. We don’t need/have new customers (closed system). Customers just complain online.

2016 199

My First Year as a Consultant and what 2016 Holds for Online Communities (I hope)

Online Community Strategy

Launching Structure3C on February 4, 2015 to help brands create successful customer communities and crowdsourcing initiatives. Holding the closing workshop at the Crowd Companies 2015 Main Event in SF – (you can download my custom workbook from the event).

2015 54

Buy and sell social media fans with FanAuction

Community Guy

Simply put, FanAuction™ solves two of the biggest problems in social media today: How to quickly acquire new fans to prove social media ROI. I’m proud to report that Ant’s Eye View has launched a new product that we’re really excited about: FanAuction™.

2011 225

PERTH: Social Media Training Course April 2012

Laurel Papworth- Social Network Strategy

We’ll look at case studies of customers engaging with companies on social media sites and evaluate the benefits and drawbacks of various social media tools.

2012 200

Measuring Economic Impact of Using Cloud-Based Services: Google Apps

Portals and KM

In May 2010, Google commissioned Forrester to examine the total economic impact and expected return on investment (ROI) enterprises may realize by switching from legacy email and productivity solutions to Google Apps. They certainly found some impressive numbers in the ROI.

Cloud 179

Silos Kill Business

Michael Sampson - Currents

Brand shear, as the experience a customer gets on different media properties varies wildly. Do you want to drastically improve your marketing performance and ROI? Customer service should have access to the sales CRM so that they know what experiences the customer has had already. Incongruous communications that confuse the customer and deter the prospect from doing business with you. Christopher Penn writes about effective marketing.

2014 139

Sydney Social Media Course – 3 Days with Laptop

Laurel Papworth- Social Network Strategy

The steps include: developing Social Media Policies and Guidelines for Staff, Building Viral Engagement for promotion in social media sites, Collaborating with Customers in building Social Products and Services. Students will develop strategies on how to monetize their customer communities.

2013 264

News from the SharePoint Conference 2012

Michael Sampson - Currents

ROI on Mobile Apps. Colligo also announced the results of a research study on the ROI of using mobile apps/software so employees can access SharePoint. Research results confirm that Colligo customers have achieved impressive returns and bottom-line impact from their Colligo investment. Of customers surveyed, 85% have seen a payback on their Colligo investment in less than 24 months, 78% in less than one year, and 36% reporting full ROI in less than one month.

2012 122

Social Media Intensive Course – August 2016 – Sydney Training

Laurel Papworth- Social Network Strategy

The steps include: developing Social Media Policies and Guidelines for Staff, Building Viral Engagement for promotion in social media sites, Collaborating with Customers in building Social Products and Services.

2016 189

The loneliest job in business

Community Guy

Day in and day out the customers and community members you work with yell at you for being too company-focused, while your colleagues more often than not tell you that you’ve gone native, thinking too much about the company and not enough about them. Former Community Manager Jeremiah Owyang calls out a few more challenges to being a Community Manager: Many challenges are internal: Most companies want to hide customer issues, and shuffle them into existing support systems.

2010 178