2. What We’ve Covered So Far
✦ Intro to the Most Popular Social Networks
✦ Branding- Finding your voice and communicating that to
others
✦ Looking at your organization in a “customer-centric” way
✦ Make your website your hub and marketing (including
social) as the spokes into the hub
✦ Understand how best to deliver on your “promise” to your
community
✦ Social and digital are ingredients in an overall organization
communication & marketing strategy
3. Session 3
Where’s my Return on Investment?
Understanding Search and Analytics
✦ Google’s Zero Moment of Truth- when do ‘customers’ make decisions?
✦ Customer feedback loops- why ‘after the sale/transaction’ is as
important as conversion
✦ Using Google tools to help you time your content and check on your
competition
✦ Keywords, Tagging, Pay Per Click and the ever-changing SEO
landscape- Fish where the Fish are
✦ Numbers are helpful, insight is better
4. Analytics In a Nutshell
✦ If you are doing something on the web, you can probably measure it
✦ Just because you can measure it, doesn’t make it relevant (necessarily) to
your goals
✦ Data trends are probably more important than any one data point- know
your starting point before pulling the levers
✦ Data is great: Analysis and Insight gained from the data is much more
useful
✦ Know what you want to accomplish (strategy) so you can measure the
right thing
5. What Are Metrics?
Reasons to track the numbers include:
✦ Sales/Conversions
✦ Qualified Leads
✦ Focus Groups/Community
✦ Competitive intelligence
✦ Customer service
✦ Influence
7. What are “good” Numbers?
✦ Don’t worry about first blush numbers, look
for trends
✦ Benchmark competitors
✦ Impressions does not equal engagement (PPC
ads, etc)
✦ Look for growth over time, trends
8. Understanding Your Target Audience
DE? 900,000
DE w/ Computer
Your email list
Social Media Audience
What can you reasonably expect?
42. Elements of Search
• Keywords for industry; Create an SEO
Dictionary for your Business
• Look at Google Trends for seasonality,
location
• Tag content, pictures, etc. with
keywords and work into posts as
frequently as possible
43. SEO rich topics, aka
Linkbait
• Lists- 10 things I Hate About _____, 25
ideas for the New Year
• Great Titles
• Advice
• Workflow
• Help for your customer/audience
44. Example
• http://www.whitneyhoffman.com/
2011/12/05/5-things-that-drive-me-
crazy/
• Picked up by NYT business blog
• Asked to reprint with credit and bio in
his newsletter
45. Social Media ROI
✦ Efficiency ✦ Grow Trust
✦ Reputation ✦ Client Education
✦ Differentiation ✦ New Opportunities
✦ Client Service/Retention ✦ Flexibility, Timeliness
✦ PR & Exposure
✦ Increase network
46.
47.
48.
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51.
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56.
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58. Creating
Communities
This is a long term versus short term strategy
People come to you because of content and
added value
Grows network, fans, evangelists
Must give them something to do- keep it fresh
or it dies
74. Session 4
Putting it all Together :
Social Media Management and Measurement
• Integrating Your Channels- To Cross Post or Not-
Making the most of your content
• Editorial Calendars- Making Your Brand
Consistent
• How do I define Success? When do I know if it’s
working?
• To Do’s
• Q&A
121. Session 2
Using Social Media to Connect Your
Brand to Your Customers
Who to connect to and why? Inbound and
Outbound Marketing in a Nutshell
Killer content: Engaging Your Audience
Elements of making your messages memorable
How to Listen as well as Broadcast
122. “If you make customers unhappy in the physical
world, they might each tell 6 friends. If you make
customers unhappy on the Internet, they can each
tell 6,000 friends.”
-Jeff Bezos, CEO of Amazon.com
123. Lifetime Value of a Customer
Formula includes:
Average number of years a customer does
business with you
Average revenue per customer per year
Estimated costs to deliver products/services
124. Consider
Cost of a lost customer in terms of lost revenue
and-
Loss of additional customers due to word of
mouth
Cost of Retention- what do you have to do to
keep existing customers happy?
Churn rate- how many customers leave? And
what does it cost to replace them?
125. Do The Math
Cost Per Lead* = (Total Ad Costs) / (# Leads
Generated)
Total Ad Costs = Direct Ad Costs + Indirect Ad Costs
Direct Ad Costs = All Ad Fees + Design Costs + Tracking Costs + Agency Fees
Indirect Ad Costs = Administrative Overhead = ($/hr) x (# hrs)
Marketing ROI = (Revenue – Marketing Cost) /
Marketing Cost