After some research, Digital Roots produced this infographic that illustrates the ROI of social media, broken down into three basic business results: retention, reputation and revenue: http://bit.ly/IfDoXI

1. What we’re all missing about the
Roi of social media
@ Digital Roots, we understand that there are 3 essential results a company wants from their
investment in social media
1 2 3
77%
retention reputation revenue
We’re breaking down the ROI of social media with concrete stats. This is why you should invest:
retention
We can all agree that brand loyalty
is a key factor in customer
retention. The best way to build it
is to build a relationship with your
customer, right?
Of customers do not want a
relationship with a brand
Wrong.
Shared values
Is the factor makes them loyal
Of customers say
Sixty-seven percent
So what wins a customer?
to a brand’s product or service
oreo
zappos
value = pop
culture brand
leader
Companies with
clear core values
are often
renowned as the
“best social
media brands”
value =
customer
service
What is your core value?
reputation
watch your brand conversation
70
Percent of customers go to
social media for info on a
brand
60
Percent of customers spread
information on social media
about a brand
49
Percent of customers make
purchase decisions based on
information they’ve seen on
social media
Percent of customers who
engage in a word of mouth
conversation after researching
on social media
56
45
Percent of people aged 18-34 say that
they would be upset if they posted on
social media and didn’t receive a
response when they were expecting one
$ Contributing
5factors
4.3 Million
Is the estimated global average
loss from social media crises
Reduced stock prices
Costs of litigation
Direct financial loss
Loss of customer trust
Lost revenue
Do you monitor & respond to social media complaints?
revenue
yes, investments in social can profit
In 2011, the Frito-Lay company launched the “Do
Us a Flavor” campaign on social media: letting fans
create and eventually vote for a new Lay’s potato
chip flavor.
pepsico
Parent company of frito-lay
Reported a 15% increase in revenue in 2011
That’s
$66.5B
The campaign
itself helped
lays reverse a
6 year decline
in sales
Works Cited:
Stampler; Business Insider, Facebook Says These are the 20 Best Brands on the Social Network, 4/29/13
Freeman, Spinner, Bird; Harvard Business Review, Three Myths about What Customers Want, 5/23/12
Symantec, Symantec Finds Enterprises That Are Not Preserving Social Networking Business Content Risk Increased Litigation Costs and Company Reputation, 7/21/11
Fisher; ROI in social media – A look at the arguments, 6/16/09
PepsiCo, PepsiCo Reports Fourth Quarter and Full Year 2011 Results
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