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Automotive Social Media Summit: How to Calculate the ROI of Social Media By Dr. Natalie Petouhoff

May 13, 2012 By Leave a Comment

I’m excited about speaking at the Automotive Social Media Summit, hosted by Thought Leadership Summits (TLS). Here’s more details: http://www.tlsummits.com/2012socialmedia/index.html and http://www.tlsummits.com/2012customercentricity/index.html

Now in its 3rd year, according to the organizers, the Automotive Social Media Summit is the only Summit focused exclusively on Social Media in the Auto industry, and offers an exclusive environment for senior level OEM and Dealer executives.  In 2012, the Summit will focus on how OEMs and Dealers are creating true engagement with customers and how that’s resulting in a sustainable competitive advantage.

The Automotive Social Media Summit is a unique event featuring:

  • Real expertise on key topics
  • Exclusive environment for senior executives
  • Strategic and best-practice presentations
  • Extensive opportunities for peer-to-peer learning
  • Limited sponsor and vendor involvement

Here’s what I will be speaking on:

Many businesses are jumping on the social media bandwagon, although sometimes the only motivation to have a Facebook page and Twitter account is because their competitors have them.  Looking at social media using Geoffery Moore’s Tech Adoption Curve, we are clearly in the third phase.  The first two phases of social media were driven by the Innovators and Early Adopters who, like kindling, spark and drive the awareness and interest in a new field.  The Early Majority, or the people who make up the third phase of tech adopters, are very pragmatic, and want to understand the business value and how to demonstrate it with an ROI calculation.  To get justify budget and resources many executives are being asked to demonstrate the ROI of social media.  Dr. Natalie’s presentation will provide a strategy to analyze the ROI of various social media and will also provide case studies showing exactly how social media calculations should be executed.

As a guest of mine, you’re able to access a $200 registration discount!

Please enter the promotion code “UCLAGuest” on the Registration Summary section when you register to receive this discount.

Click here to learn more – www.tlsummits.com

I hope to see you in Marina del Rey!
For more info on my work:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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Clarabridge: A Clear View of Customer Interactions and Feedback

May 10, 2012 By Leave a Comment

One of the most important aspects of a business is the ability to have software to help collect and analyze customer comments and feedback. Clarabridge provides software that allows companies a universal view of their customers through transforming of text-based verbatim into customer experience insight. The software collects all sources of customer feedback, transforms it using Natural Language Processing (NLP), categorizes the content, performs sentiment scoring and delivers customer insights enterprise-wide though a variety of interfaces. Having this type of data is key to improving customer experience. In reviewing Clarabridge’s product we saw the customer feedback process was divided into 3 steps:

  • Collecting the data
  • Transforming the data into insights and
  • Delivering actionable insights.

The collection of the data includes internal content sources, like departmental surveys, call center notes, emails, chats and internal enterprise applications such as CRM, EFM, BPM systems, etc… It also includes social media data, with their built-in integration with NM Incite BuzzMetrics, Lithium, and Radian6. They can also query and extract data from virtually any website using crawlers that accelerate data integration and improve accuracy. It has the ability to extract data from Facebook and Twitter.

And the two types of data sources, internal feedback and social media, are combined to find quantifiable means to reduce service and operational costs, and reveal new and profitable revenue streams. While much of the data a company has is unstructured, Clarabridge uses its sentiment and text analytics platform to process that unstructured data into insights. It does this by taking the linguistic content, categorizing it and assigning sentiment scores to distinguish the who, what, how, and why of the customer’s experiences. The proprietary Natural Language Processing (NLP) Engine understands the syntax and context of all the elements of the text. Using an exhaustive approach to NLP creates the ability to ensure the resulting analysis is comprehensive and accurate. The sentiment score is indexed on a normalized minus five (-5) to plus five (+5) scale. With this index, businesses can roll up scores to preset categories, regions, or products, etc. to see sentiment trends across a brand, product, and/or company level.

The output from a typical Clarabridge analysis results in a series of relational database tables, optimized to provide business intelligence. The data shows insights into:

  • How customers feel
  • Why they feel the way they do
  • The intensity of their feelings

This sentiment and text analytics platform gives businesses strategic insight into their customer needs, motivations, and concerns. And by offering different interfaces, it makes data accessible for anyone role or department who needs critical voice of the customer intelligence.

For example, in an effort to make this customer insight data available to an entire business and encourage company-wide involvement, Clarabridge recently released a new generation of their solution, Clarabridge Enterprise 5.0, which includes new module Clarabridge Collaborate. Collaborate is a business application that creates an integrated environment to promote departmental transparency and accountability. Collaborate was designed for global business users such as marketing, product, operations and customer support managers. With an intuitive interface, Collaborate enables members across organizations to benefit from the capabilities of Clarabridge Enterprise, bringing customer insight to all who need it.

@DrNatalie
Learn. Share. Grow.

For more info on Dr. Natalie’s work:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Connect with Dr. Natalie here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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Social Dynamx Launches New Product For Social Customer Service

April 23, 2012 By Leave a Comment

Most large companies spend nearly 1.5-4B dollars in Customer Service costs, with 30,000-70,000 agents, managing 150M-350M interactions per year with a phone interaction costing between $10-$35.  Gartner says, “At least 35% of customer service centers will integrate some form of social capability by 2013.” Booz&Co says, “3 of 5 brands claim to use social media for customer support…” SocialBakers say, “Only five percent of Facebook wall posts on brand pages ever receive answers.” Martiz Research says, “More than 70 percent of tweets to companies go unanswered.  Trends 2010: Listening Platforms says, “Most brands’ still only use social data re-actively. Few have yet to take the next steps toward proactively using the data to inform their business decisions.”

So sounds like it just might be time to have a new game in town for Customer Service professionals.

Social Dynamx launched the industry’s first purpose-built social customer care platform with scale in mind. The Social Dynamx solution is designed for large enterprises and customer contact centers to identify, prioritize and manage millions of one-on-one social conversations and costs 10x less than traditional offerings.

Consumers now broadcast their opinions instantly to thousands, or even millions, of people from wherever they are. Social Dynamx quickly identifies relevant conversations and intelligently routes them to the appropriate company service agents to be addressed, while tracking and measuring results according to contact center-specific service level agreements (SLAs).

“No social enterprise transformation strategy can succeed unless Customer Service plays a central role.” said Michael Maoz, Vice President and Distinguished Analyst for Customer Strategies research at Gartner. “Current structures are inadequate. The challenge for senior management is to engineer the necessary process and technology changes that will allow customer service to evolve to embrace social trends. New concepts of recruitment, measurement and outcomes are necessary to allow for the increased agent participation in social media. When this happens, and the right supporting technology is deployed, businesses will see increased customer engagement and higher overall customer success.”

Social Dynamx Analtyics

“Much like the 1-800 number revolutionized customer service channels 20 years ago, Social Dynamx is redefining social customer care,” said Mike Betzer, CEO of Social Dynamx, “Our platform was built by industry-recognized leaders in customer service and social innovation to transform how companies build relationships with their customers in high volume environments.”

The platform surrounds a service agent with productivity accelerators designed for scale and the ability to streamline responses in the consumer’s channel of choice. Social Dynamx also integrates and extends value with standard CRM, knowledge bases and peer-to-peer support forums and has the ability to learn which knowledge articles deliver the most accurate recommended response for agents.

Social Dynamx Platform

Social Dynamx is a cloud-based platform for social customer care, purpose-built for the demands of high-volume contact centers and customer care environments. Through automated prioritization, enterprise-grade workflow, and role-specific user interfaces, we enable brands to redefine their relationship with their customers through all social media channels. Based in Austin, Texas, Social Dynamx scales to meet the needs of companies such as Dish Network, Time Warner Cable, Convio and others.

Customer Quotes:

“Social Dynamx replaced a patchwork of products with a cohesive enterprise platform,” said Mark Cohen, Director of Operations, DISH Network. “It’s like being given a car when you’ve been walking to work.”

“Social Dynamx brought simplicity at enterprise scale to my team,” said Phil Blum, Social Media Customer Care Manager, Time Warner Cable. “After a single onsite implementation session my team was working smoothly.”

Social Dynamx Console View

Social Dynamx Console View

More about the company:
  • First social customer care platform built for scale
  • Founded January 2011
  • Controlled release in November 2011
  • General availability in April 2012
  • Developed in “live lab” of Fortune 500 customer service teams
  • Multiple major brands using product
  • Led by proven CRM, contact center, analytics, and social media executives
  • Mike Betzer, Chief Executive Officer
  • Jan Ryan, Chief Operating Officer
  • Dave Evans, VP of Social Strategy
  • Dewey Gaedcke, Chief Architect

For more information about the company,

- Visit www.socialdynamx.com

- Follow on Twitter at twitter.com/SocialDynamx

- Like on Facebook at facebook.com/SocialDynamx

Learn. Share. Grow! @drnatalie

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How to Calculate the ROI of Social Media and Social Customer Service

Social Media ROI Webinar and Slides

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For more info on my work:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts
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Guest Blog Post: Michele McConomy on Social Innovation & UCLA Social Business Course

April 21, 2012 By Leave a Comment
Infographic on how Social Media are being used...

Infographic on how Social Media are being used, and how everything is changed by them. (Photo credit: Wikipedia)

I am very excited about Spigit coming to present. In part because of the two amazing women, Michele McConomy and Janice Ragar who will be attending and presenting. Educating people about social media / social business is new — especially at the university level. And I really appreciate every single one of my guest speakers and their willingness to take time out of their schedule to participate and contribute!

I also am excited about their content – they will showcase two cases studies on how social innovation has changed how Citibank‘s employees are working together to make a better company and how JCPenny’s has innovated change by participating with their customers. So we’ll get a look at not only external social collaboration and innovation, but also internal social collaboration!

Part of the course is about theory and strategy, but the other part is when students are wondering, “When I go back to work, how to I take the theory and the strategy and make it work in my own organization? What software do I need to make it scalable and affordable?” That’s why companies like Spigit have been invited to participate. I want students to walk away with actionable insights and wisdom. Thanks to Janice Ragar and Michele McConomy -the students are going to get a real treat. Here’s some videos from Spigit, if you want to get a sneak peak of the types of things the company does!

It’s my honor to have a guest blog post by Michele:

The promise of so much to so many in so short a time is essentially what social media has given to the world.  And this promise offers so much. By enabling us to think differently about how we approach not only conversations and connections, we have also been able to think differently about how we innovate. Being able to harness the ability to engage crowds to share ideas and perspective in a dynamic, collaborative environment is a real opportunity.  But how do you leverage social media to innovate?  Through the use of social media tools and platforms, the opportunity is to reach everyone, include everybody, and fundamentally convert these real conversations and dialogues into value for the organization.  Using social innovation technologies like the Spigit platform, organizations have been able to transform social dialogue and conversations into actionable ideas.

Innovation is constantly highlighted as a fundamental priority to every organization’s business, but the question still remains on how to do it and on how to do it right.  Many books have been written and processes born, but no matter how many books you read or processes you implement, there is no one-size-fits-all innovation prescription.  Creating opportunities through social media to generate conversations and to also derive value through idea generation is a real opportunity that is still in its infancy.   It is about generating engagement and value through social media to connect communities of employees, customers, and partners to drive innovation and increase productivity, while turning data and discussions into actionable intelligence. Companies are just starting to realize the true value in developing a social innovation capability within the organization, and now is the time to create that competitive advantage.

Social innovation, through the use of social media and social technologies, is really about creating a 21st century organization that engages crowds, drives value, and defines the brand through innovation.  Leveraging the power of Web 2.0 and enterprise social networking technology, the Spigit platform creates opportunities for people to share and collaborate on real issues and opportunities to participate in the process of innovation.  Being able to generate ideas that lead to new products and services is just one of the many benefits organizations experience when enabling social innovation inside and outside the enterprise.  Creating a program to enable the social innovation experience in the enterprise is where your competitive advantage starts. But where should you focus your efforts?  Here are 10 suggestions to get you started on your social innovation journey…

  1. Engage Everyone
  2. Create Options and Opportunities
  3. Recognize Uniquely Talented Individuals
  4. Create Perspective
  5. Make It a Fun Experience
  6. Know Where Your Best Ideas Come From
  7. Flatten Hierarchy
  8. Focus on Value-Driven Collaboration
  9. Make Everyone Feel Like a Superhero
  10. Take Action on Ideas

As you can see, it is about engagement and value.  Creating engagement is about enabling a holistic and exciting experience, not another task or check-the-box item.  Generating value is proving that through engagement, we have the ability to glean insights and ideas that will take the company further.  With the Spigit platform, we’ve been able to create an experience that not only is engaging for the person that’s participating, but also insightful for the organization. It is what we call the 360° experience. This 360° experience is about looking at all ways a person engages.  Understanding behaviors and motivators is the most important element in creating a truly engaging and valuable social experience. It also helps to accelerate and evolve the process of innovation within the enterprise.

Social media and social enterprise technologies have created a new way of approaching innovation. It’s not about implementing an overnight process, but it is about enabling organizations to fundamentally change the way they work over time to inspire creativity, to encourage participation and involvement, and to enable processes that will help to nurture and develop ideas from inception through to implementation.  Social media has created the opportunity to leverage the power of people in ways that accelerate, develop, and push conversations to actionable ideas.  Creating those new and exciting experiences to engage people is important to driving a social innovation program.   The real question is, how will you harness the power of your social media programs to create valuable opportunities for your company?

**************

Come join other luminaries at www.bjsbrewhouse.com April 27th after the first day of classes at the @UCLAEXTENSION course 

Thanks to @spigit @michelemcconomy @jrag2009 for sponsoring it!!

BJ’S RESTAURANT & BREWHOUSE
939 Broxton Avenue
Phone: 310.209.7475
*******
Learn. Share. Grow.
@drnatalie

Information about @DrNatalie:
 Ebook: Social Media ROI Myths and Truths
 YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
 New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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Tweet-up At www.bjsbrewhouse.com in Westwood for @UCLAExtension Course on Social Business

April 19, 2012 By Leave a Comment

Come join other luminaries at www.bjsbrewhouse.com April 27th after the first day of classes at the @UCLAEXTENSION course 

Thanks to @spigit @michelemcconomy @jrag2009 for sponsoring it!!

BJ’S RESTAURANT & BREWHOUSE
939 Broxton Avenue
Westwood, CA 90024
Phone: 310.209.7475
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UCLA Guest Lecturer Charles Miller on Brand Advocates

April 18, 2012 By Leave a Comment

Charles Miller– those of you who know him on Twitter know him at @ChasMiller, is one of the amazing guest lecturers that will be joining the line-up at UCLA with me. Here’s more information on the course if you want to attend!

I was honored that Charles offered to do a blog post and I know you are going to want to join us at UCLA and hear Charles live. Until then, below is his point of view on the importance of Brand Advocates. If you come to class you will learn how he has created one of the most powerful online, V.I.P. Advocacy communities for DIRECTV and hear about the success they are having. Nothing like hearing from real practitioner so you can go back to your office the next day and start to implement! And now here’s Charles:

Meet Your New Brand Team – The “Other” 1%    by Charles E. Miller

A select few shape the primary interpretation your brand online, and more often than not these are your most avid and connected customers.

If you’re like most brand leaders, you’re unaware of or turned off by these “super consumers”— people so infatuated with your brand that they spend more than 10% of their lifetime income on it.* But these
users can be your most powerful ally and most effective sales force. They promote your brand via blogs, rating websites, YouTube videos, and word of mouth – and in most every case, for free.

More likely than not, you are among the 80% of brand managers that are unaware or unsure of how these power users in Social Media can grow and affect your brand.

Things could be worse. You may catch yourself among the 10% that are aware of these customers, and intentionally ignore, avoid or ridicule them as “crazy extremists” or not a valid representation of your
brand.  You begin to fear that they are “off message” taken it too far outside your comfort zone or that your brand may be moving toward a niche extreme itself, appealing only to these rabid fans.

It is time to recognize these individuals ARE true manifestations of the brand you create and shape. They fully embody some aspect and persona of the brand. The 1% of your customer base is not only ready and willing to share when you are on message but also when you are riding off track or drifting from your core values.

Are You Brave Enough to Listen?
A select few brand teams have taken the step to get to know these customers better — reaching out to understand their motivations to encourage and inform them. They recognize these customers can evangelize to others and defend your brand in moments of crisis. These few also realize social media is not a fad but an invaluable asset available to locate and encourage them. It is primordial. People’s desire to connect has only been enabled through technology and repeats historical precedents from past technological waves of innovation. A true revolution is happening on a global scale never replicated. Yet this time, global corporations as well as governments are the target and can no longer make their proclamations from their respective mountaintops and expect all to comply. No longer can the same returns be realized without transparency, accountability and engagement. In fact ignoring this trend will only materially benefit your competitors who do so.  Social media is the new Enlightenment. It’s the Reality TV of how your products are used, praised or reviled.

You can’t even spend your way out of this – in fact, doing so may only help your competition.

Without a complementary social strategy, corporations are not only limiting the direct returns they might gain in broadcasting awareness campaigns, that corporate treasure is pulling in leads the competition as savvy brand managers that are socially enabled are leveraging the advantage of the category awareness you are bringing to market.

JetBlue Airlines and shoe retailer, Zappos understand this, counting on customer referrals in the moment they interact with and experience with a brand. They ride the wave of awareness to their product category provided by their competitors and preserve their money for the consideration phase of the purchase funnel. The traditional linear buying funnel is now a spiral that directionally amplifies positive or negative reputations built on the recommendations from past and current customers. Ratings and comments consistent with true experiences resonate, energize and convert those on the fence into your new customers or upselling to your current base. Working in reverse, negative recommendations send buyers running for the exits, back to category and community searches when the relevancy of the brand message and delivery is out of synch.

Who shapes these ratings? More often than not it’s that 1 to 10% of your extreme consumers, checking in, rating your service, posting tens of thousands of posts forming and shaping the opinions of the other 90%. And when wronged, every resource is at their fingertips to dig up SEC filings, organize boycotts, wave the flames of class action suits and encourage poor ratings across all the major touch points your customers visit.

If you find this all overwhelming, its cold comfort to know that the pace is only increasing as innovation and collaborative customer innovative communities are organizing, find loopholes in carefully crafted policies and promotions, and unlock how to use your product or service in ways you may never have imagined.
So while intimidating, it’s vital to recognize and collaborate with these avid customers where possible. When you can invite them to the table and clarify confusion you will find they are the ones closing the deal, referring your new customers, and writing the reviews that drive a large part of your business today and with demographic changes in motion — even more so in the future.

As the philosopher Joseph Campbell encourages, “The cave that you fear to enter holds the treasures you seek”

*Source: Harvard Business Review ‘Hail the Extreme Consumer” June 2010 edition

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Forbes Columnist, Mark Fidelman to Cover UCLA Social Business Course

April 17, 2012 By 3 Comments

Social Media education seems to be really important these days. The course I am teaching at UCLA is designed to help people put social media into a business context. Forbes Social Media and Mobilized Columnist, Mark Fidelman, will be writing about the event and the ROI of social media calculators, videos and resources I’ve created to help my Fortune 500 clients.

I am finding more and more of my clients requesting that I come in and give a intro to social media / social business session– with a follow on into various subjects at a deeper level depending on what business goals they are trying to accomplish.

One of the first courses of its kind at a university, the “Social Business Course” will intersperse lecture content with social business / social media experts like Matt Michelsen (@MCMichelsen) from www.TheBackPlane.com who does social media for Lady Gaga (@ladygaga), Charles Miller (@ChasMiller) from DIRECTV, Michael Brito (@Britopian) from Edelman (@EdelmanPR ) and include social media software demos so participants walk away with strategy, tactical advice as well as implementation capabilities to accomplish and align business goals and social media goals.

Demos include social business applications from Wendy Lea (@WendySLea), CEO and Jeff Nolan (@JeffNolan) of www.GetSatisfaction.com, Johnny Miller of ManuMatix.com/Bamboo, Varun Krishna and Zao Yang Co-founder of BetterWorks.com, Jennifer Tyler (@JenHowell4) Of Sysomos.com, Janice Rager (@jrag2009) and Michele McConomy (@michelemcconomy) of www.Spigit.com, etc…

In the two days, we will go through a methodology and framework on how I see a business evaluating whether they are truly ready to be a social business. That’s everything from understanding who they are looking to engage online as well as what content they are generating to fuel the interactions. I’ll also cover the various departments- PR, Marketing, Customer Service, Product Innovation as well as internal collaboration.  We’ll look at measurement, monitoring and how to know if you are actually hitting business goals. And probably the most important is to look at is the organization’s readiness to take on the responsibilities and sensibilities of social media.

At first glance, it social media and social business seem really simple. Many people have said, “Well isn’t it just a matter of having a Twitter and a Facebook page and a blog?” At its deepest fundamentals those are some of the basic building blocks. But to be success at social business means you are aligning your business goals with social media initiatives. In a recent webinar I did for Radian6, we found that many of the questions were about what ARE the business benefits of social media? That was interesting to me. Having been deep in the woods for the last several years on social media measurement, building social media ROI calculators for businesses and for vendor’s social media products, it was interesting to me that people don’t know more about this. So I’ve added it to the course.

If you are interested in any of these topics, I’d love to have you join us! We have a great line-up of guest lecturers who will bring their own expertise to the course.

To register for the class, click here: Social Business Course at UCLA, April 27-28th

It goes from 9AM-4PM Friday and 9AM-4PM Saturday.

We did a Saturday session so that people were not going to miss so much work.

WHO: This course is for executives and professionals who want to go beyond the basics and learn how to apply social media to get concrete business results.

HOW: Using case studies and real-world examples, we explore how social media affects each functional department (PR, Marketing, Customer Service, Product Development, etc…) and ways to calculate the return on investment (ROI) for each.

If you would like to be considered for a software demo for the course or a speaker in the course, please contact us and put UCLA SOCIAL BUSINESS COURSE Speaker in the subject line.

WHAT ATTENDEES WILL:

  • Leave with a social business blueprint and know how to execute with social media applications and software
  • Learn practical tips, techniques, and how to use social media monitoring to levelset where your social media program is
  • Take an assessment to benchmark the “as is” state of your social media initiatives and compare them to “could be” via best practices
  • Learn how to gear your initiatives to higher monetizations of social media investments
  • Create strategies and tactical plans that make sense to traditional organizations (even those not familiar with social media)
  • Learn how to use business cases and ROI to ease the approval process for initiatives and implementation simpler, more efficient, and effective because they are grounded in business fundamentals that maximize the ROI in social media.

WHERE: Westwood, Los Angeles

To register for the class, click here: Social Business Course at UCLA, April 27-28th

Learn. Share. Grow
@drnatalie

New Book on Facebook: Like My Stuff – How to Monetize Your
Facebook Fans With Social Commerce & A Facebook Store
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI

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Social Media ROI Webinar Slides and #SMROI Infographic

March 30, 2012 By Leave a Comment

Social Media ROI is a big topic. Lot’s of companies are wondering if there is value to the social media and digital initiatives. This presentation cover some of the myths of social media and truths as well as provides a sample calculation.

Here’s the link to the presentation: SocialMedia ROI _Dr Natalie Webinar_Radian6

Infographic on Social Media ROI:#smROI Social Media ROI Infographic @DrNatalie

Justifying the business case for listening & engaging on social media is a BIG question. And if you are developing or expanding a social media initiative, executives at some point in the process want bottom-line business answers. You might not need ROI calculations to get started, as there seems to be some acceptance that brands have to have a Twitter and FB account…

But if you want to do more than the super basics… You either need now or will need in the future a way to benchmark and track progress to determine to show if your company’s involvement in social media is getting you closer to your business goals.

I hope the presentation and the materials and resources are helpful!

And wanted to thank everyone who attended yesterday’s presentation! And Thanks to @jeffreylcohen for his help with the webinar and the ebook and thanks to @radian6 for sponsoring this event and helping to provide education for all around social media!
@DrNatalie

Learn. Share. Grow!

For more info on my work:
Ebook: Social Media ROI Myths and Truths
YouTube Videos: On ROI of Social Media
White Papers: Social Media ROI
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
G+ : Google Plus posts

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How To Calculate Social Media ROI – How To Resources

March 28, 2012 By 1 Comment

If you are wondering how to calculate social media ROI, here are some resources to help you:

Video: How To Build a Business Case for Social Media

Video: How To Calculate the ROI of Social Media

Video: How Social Media Benefits the Whole Company

Ebook: ROI of Social Media: Myths, Truths & How To Measure

White paper: Calculating the ROI of Social Media

Webinar: Myths About Social Media ROI and How to Calculate The ROI

You might be thinking that – gosh this is a lot to learn… so if it feels like too much.. come on down to my course at UCLA on Social Business, April 27-28th! We’ll cover social media and ROI and more…

Learn. Share. Grow!
@drnatalie

To register for the class, click here: Social Business Course at UCLA, April 27-28th

WHO: This course is for executives and professionals who want to go beyond the basics and learn how to apply social media to get concrete business results.

HOW: Using case studies and real-world examples, we explore how social media affects each functional department (PR, Marketing, Customer Service, Product Development, etc…) and ways to calculate the return on investment (ROI) for each.

We will intersperse the lecture with information on social business with experts from companies like Charles Miller from DIRECTV, Mike Wokosin from NBCUniversal, Micheal Brito from Edelman and Matt Michelsen from Atom Factory who does social media for celebrities like Lady Gaga and give you demos on software applications so you walk away knowing how to you accomplish your social media goals.

Demos include social business applications from: Wendy Lea, CEO of GetSatisfaction.com, Johnny Miller, Founder of www.ManuMatix.com/Bamboo, Varun Krishna and Zao Yang Co-founder of www.BetterWorks.com, Mark Fidelman of harmon.ie, Todd Wilms of SAP, Joy Rosner and Lori Martin of www.Netbase.com, Janice Rager and Michele McConomy of www.Spigit.com , etc…

If you would like to be considered for a software demo for the course or a speaker in the course, please contact us atand put UCLA SOCIAL BUSINESS COURSE Speaker in the subject line.

WHAT ATTENDEES WILL:

  • Leave with a social business blueprint and know how to execute with social media applications and software
  • Learn practical tips, techniques, and how to use social media monitoring to levelset where your social media program is
  • Take an assessment to benchmark the “as is” state of your social media initiatives and compare them to “could be” via best practices
  • Learn how to gear your initiatives to higher monetizations of social media investments
  • Create strategies and tactical plans that make sense to traditional organizations (even those not familiar with social media)
  • Learn how to use business cases and ROI to ease the approval process for initiatives and implementation simpler, more efficient, and effective because they are grounded in business fundamentals that maximize the ROI in social media.

WHERE: Westwood, Los Angeles

To register for the class, click here: Social Business Course at UCLA, April 27-28th

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Social Media Club LA presents “Loving Your Customers: Social CRM”

February 16, 2012 By Leave a Comment

The Social Media Club/LA (SMCLA) today announced it will present, in cooperation with sponsor SAP, a panel discussion on social customer relationship management (CRM) titled “Loving Your Customer.”  In this second SMC_LA presented panel discussion of the year, speakers will highlight how customers can tap into the latest mobile trends to get the most benefits from their social programs.

The discussion will take place on Tues., Feb. 21, from 6-10 p.m. at the ING Café in Los Angeles. Dr. Natalie Petouhoff, president of SMCLA, will moderate the discussion. She will be joined by speakers Jon Ferrara, CEO of Nimble; Gary May, president of Interactive Marketing and Consulting Services (IM@CS); and Charles Miller, director of Digital Care and Social Media, Mobile Smartphone at Direct TV. To learn more about the presentation or to RSVP, please go towww.socialmediaclub.la.

The Social Media Club of Los Angeles focuses on the unique mix of entertainment, technology and culture that makes Los Angeles an epicenter of the next evolution of the Internet. It hosts monthly panels on topical and relevant social media issues. Its February panel discussion will be presented in sponsorship with SAP, the market leader in enterprise application software, which also offers leading social CRM solutions.

“Today, SAP is on innovation hyperdrive,” said Vinay Iyer, vice president, Global Marketing, SAP CRM. “With a user-centric lens on big data, mobility, cloud and social technologies, we are helping our customers have more relevant and smarter 360-degree conversations with their customers like never before, without requiring them to dig into existing ERP and CRM foundations every time. Not only can our offerings inspire social marketing efforts, but SAP is also an exemplar of social in-bound and out-bound marketing practices. We grew our own social channels two-fold last year, and we’re leveraging best practices through our participation in Social Media Club/LA.”

SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

About Social Media Club LA

Who is SMCLA?

SMCLA is a non-profit, volunteer-based club. Members of SMCLA include influencers throughout the Los Angeles community who range from tech, marketing, PR, entertainment, entrepreneurs, and media to name a few.   SMCLA panels typically draw 100-150 in-person attendees and when livestreamed, an additional 400+ who tune in via our video webcast.  Our panels have already covered the movie and music industries, branding in Social Media, search engine marketing and more.

 

English: Picture of Chris Heuer, founder of So...

Image via Wikipedia

What is SMCLA?

The Social Media Club of Los Angeles focuses on the unique mix of entertainment, technology and culture that makes Los Angeles an epicenter of the next evolution of the Internet.  Founded in July of 2008, SMCLA hosts monthly panels on topical and relevant Social Media issues.

To learn more about Social Media Club Los Angeles, please go to www.socialmediaclub.la

Find Us Here:

Website: http://www.socialmediaclub.la

Twitter: http://www.twitter.com/smc_la

Facebook: http://www.facebook.com/socialmediaclubLA

Linked In: http://www.linkedin.com/groups?gid=1839487&trk=hb_side_g

 

# # #

 

SAP and all SAP logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries.

All other product and service names mentioned are the trademarks of their respective companies

Speakers:

Jon Ferrara, CEO, Nimble 

 

English: Jon Ferrara Portrait

Image via Wikipedia Jon has over 20 years of experience in Customer Relationship Management (CRM) and Sales Force Automation (SFA). An entrepreneur at heart, Jon founded GoldMine CRM in 1989 with a college friend and turned it into a very successful venture that he eventually sold to FrontRange.

Today, business has changed. With the advent of social media, email, IM, text messages and more, businesses are overwhelmed by the myriad applications needed to listen to and engage with their customers. The question is no longer how to stay connected – but how to efficiently and cost-effectively build business relationships given multiple communication channels. From that new need sprang Jon Ferrara’s latest innovation: Nimble.

After two years of development and thousands of real world users, Nimble has emerged as the next evolution in relationship management – the only web-based solution that brings together all of your contacts, calendar, communications and collaborations in one simple, free platform.

Gary May, President/Consultant, Interactive Marketing and Consulting Services (imacsweb)

IM@CS continually evolves to build, educate on and support platforms in critical sales, branding, process, media and best practice application for forward-thinking companies and those trying to grasp the online space. We work with retail, manufacturers, portals and service providers that have a large consumer-facing business, primarily in the automotive industry as well as luxury and specialty markets and other high-end services.

IM@CS also specializes in working with companies investigating opportunities within the automotive market to make sense of a diverse and dynamic environment, providing insight, direction and solid fundamentals to achieve success.

Overall we provide greater opportunities through brand awareness, reputation management, process improvement and sales organization coaching for companies looking to create sustainable improvements and add to their bottom line.

Charles Miller, Director, Digital Care and Social Media / Mobile Smartphone Support Strategy, DIRECTV, Inc.

 

DirecTV

Image via WikipediaA leading Social Media practitioner, speaker and panelist, Charles has advised CMOs, CIOs, and CTOs on Social Media best practices, sCRM, and customer communities nationally. Within DIRECTV he has influenced and helped employ Social Media use throughout the enterprise including advising PR, Marketing, Engineering, Research, Field Services and Mobile Advanced Services. His operations team is both U.S. and internationally based with overseas travel to Manila, Hong Kong, London, Paris and Rome.

 

Forrester Research and Frost & Sullivan seek out his insight for studies, publications have noted his expertise, and case studies are now featured in recent business books for adapting business practices based on online feedback. Expert Social Media practitioner featured on Mashable, ComputerWorld, ZDNet, Financial Times of London, and CNNLive.com

Dr. Natalie Petuohoff Dr. Natalie, a former social media Forester Analyst, heads up the Social Media Executive Education Division at UCLA and is President of the Social Media Club Los Angeles. Her experiences as an Ad Agency executive and management consultant provides unique business insights that she shares as an accomplished keynote speaker, quoted expert and featured guest expert on TV and radio.  Dr. Natalie helps companies understand how social media affects the bottom-line and to create executable strategies that provide real business value. She does this by benchmarking the “As Is” state of social media initiatives and compares them to “Could Be” via best practices.  With this insight, businesses can create a world-class social media and digital presences and monetize their investments. Dr. Natalie wrote the world’s first social media ROI calculator.

Hope to see you there!
Learn. Share. Grow!

Ebook: Social Media ROI Myths and Truths
New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
website/blog: www.drnatalienews.com/blog
YouTube Videos: On ROI of Social Media
G+ : Google Plus posts
White Papers: Social Media ROI

 

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