The Fantabulous Lists of Social Media Case Studies
February 14, 2011 A guest says: Thanks for this. If you has to pick one of these as the best social media campaign, which one would it be?
Case Study #3: InfusionSoft Uses Social Media to Reduce Customer Service Costs
If you have been following this blog, you might remember that I posted this a while back. But with the new year here, I thought it might be good to repeat some of the case studies while adding new ones... just incase you missed them or incase you wanted a refresher as you start down the path of providing a solution to your company social media needs! I had the privilege to speak to the call center director, JoAnne at InfusionSoft.com when I first started my research on the affects of social media on customer service. I had asked some of the luminaries in social CRM, like Paul Greenberg, who I should talk to. He suggested I should speak to Helpstream. JoAnne was typical of many customer service professionals today. InfusionSoft is a web-based provider of marketing automation software for companies with fewer than 25 employees. JoAnne told me, "Two years ago, we had approximately 1 customer service agent for every 55 customers and a 77% customer satisfaction rating. Learn.
14 Best Practices for Long-Term Social Media Success
Brian Solis is principal of Altimeter Group, a leading research-based advisory firm. Brian is also the author of the all-new Engage!, an award-winning guide for businesses to build and measure success in the social web. Follow him on Twitter. As a consumer, you are blasted with the same request over and over: “Follow Us on Twitter, Like Us on Facebook.” Today, a notable number of businesses are approaching branded social channels from a "ready, fire, aim" approach. The key to zooming in on purpose and usefulness within social channels starts with the realization that there is no one audience. The answer is as simple as it is revealing. So what are the best practices for creating an engaging social stream? 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. Following these best practices will prevent your brand from falling victim to the coming wave of customer unlikes and unfollows. Interested in more Soccial Media resources?
Designs
HOW TO: Measure Social Media ROI
Olivier Blanchard Basics Of Social Media Roi Defining Clear Goals As a standard formula, ROI is pretty basic, ROI = (X - Y) / Y, where X is your final value and Y is your starting value. Having concrete goals and concrete baselines is crucial to calculating your return on investment. Once you have your goals defined, you need to gauge the baseline for your levels before starting or changing your social media strategy. Metrics Tools Although ROI ≠ metrics, traditional web metrics like traffic counts, number of comments, Twitter followers, Facebook fans, etc. are an important component when calculating your ROI. The trick is to not rely solely on the numbers, but on what the numbers end up leading to. Back in January, we did a round-up of 50+ Tools for Measuring Web Traffic. Google Analytics — It's free and it can provide a really powerful baseline for a variety of different factors. Sentiment Analysis Social Media Product Suites Making the Data Usable This is the hard part. What do you think?
15 Case Studies to Get Your Client On Board With Social Media
Jonathan Rick is a social media strategist in Arlington, VA. You can follow him on Twitter @jrick and read his blog at JonathanRick.com. In business, definitions are everywhere. They’re your first line of defense in mission statements, job descriptions, expense accounts, statements of work, accounting principles and the like. Understandably, the plague of ambiguous definitions is why a plethora of pundits have sought to corner the elusive term “social media” within the scope of the dictionary. In order to sell the field that everyone is talking about, but on which few can illuminate, we first need to reframe the conversation. Specifically, social media strategist Ari Herzog has argued, when you reach for the term “social media,” don’t spew broad buzzwords like Facebook or Twitter or YouTube. In these contexts, “social media” refers not to platforms, but to what those applications enable: social interaction. Think of these interactions the next time you confront a reluctant client.
What social media costs to do (or not do) and the value of a Facebook Fan
inShare0 The most vexing question in social media is cost, especially since the primary currency is time, resources and knowledge: Pay someone to do? Hire someone? Or do it yourself? For a brand or business, it mostly comes down to the return. For the person, business or agency doing the work, it’s proving value and profit. I am asked these questions frequently. WHAT IT COSTS TO DO: The average cost to staff and execute a social media effort is $210,600/year. The cost for the two staffers, a Community Manager at $93,600 for 30 hours/week at $60/hour, and a Social Media Strategist at $52,000 at 10 hours/week at $100/hours, also does not include overhead or health insurance if your hire someone as opposed to outsource. Many companies hire Community Managers first because, from a salary standpoint, it costs less per hour. Another point to consider is, for companies spending this amount today, they spent zero 3 to 5 years ago. How does this relate to ROI of your social media costs?
Les origines de la e-Réputation
Henri Ford disait « les deux choses les plus importantes n’apparaissent pas au bilan de l’entreprise : sa réputation et ses hommes. » La e-reputation devient un sujet de plus en plus important au sein de notre vie professionnelle et personnelle. A travers quelques articles sur la nowhere -enteprise, je vais tenter d’apporter mon éclairage sur le sujet. Réputation en Ligne On ne peut comprendre un sujet que si l’on connait son origine, son moteur,sa base. L’origine de l’e-reputation. Il était une fois, le Web. De cet immense quantité d’informations, comment pouvons-nous ressortir celle qui nous intéresse ? De cette question naquit un marché : les moteurs de recherche. Nous avons donc ici les deux piliers fondateurs de la e-reputation : le contenu et la recherche dans ce contenu. Une réputation en ligne se fonde sur l’impression, la synthèse subjective qu’offre une ou plusieurs informations rattachées à un sujet, une marque ou un individu précis. Réputation humaine Réputation humaine 2
Business
“Lessons Learned” is a series where we ask ecommerce business owners to share their experiences. For this installment we visited with Nick Jenkins, the chairman and founder of Moonpig.com, a ten-year-old custom greeting card company based in the U.K., with branches in Australia and the U.S. The company boasts more than 14,000 card designs, and processes approximately $60 million in annual revenue. Unlike card companies that email personalized greeting cards, Moonpig actually prints customized greeting cards, and then mails them to the intended recipients. “Personalization can add value because a greeting card is all about showing that you know that person well enough to hit the right spot. The Ordering Process “When you order a card, you can either have it sent to you or you can have it sent direct. “If you order a card before 2:00 p.m., we will post [mail] it by 5:00 p.m. Shopping Cart “We have our own shopping basket. Payment Processing “Fraud is not an enormous issue for us. Employees
