smROI

Webinar & Slides: How to Build a Case for Social Media Funding and Expand Your Business

July 17, 2013 By Dr. Natalie Leave a Comment

The rate at which businesses are able to quickly analyze, accurately interpret, take action and pivot on the myriad of consumer interactions coming through channels such as Facebook, Twitter, blogs, forums, newsfeeds, mobile, et al, will be a determining factor for future business success.

With competition and the influx of interactions growing daily, some departments still struggle with their social media strategy and how to build a business case for the support and funding of a social media analysis initiative.

This presentation is about discovering:

How to use a 4-step process to build a business case for a social media analysis initiative.

How to distill a business case into one simple sentence.

How to quantify social media benefits and the five benefit categories.

Case studies on how leading companies are using deep insights in social media analysis to execute meaningful actions that prove the associated business case.

Watch this webinar to see how I and Crimson Hexagon’s Vice President of Marketing, Wayne St. Amand, insights on how to make a business case for social media analysis that will improve your chances for social media budget funding and expand your business.

You can view the webinar here, and here’s the slides….

Executive Success Acceleration Firm
We work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

Filed Under: Dr. Natalie's Blog, ROI of Social Media, Social Analytics, Social Business and Social Media Case Studies, Social Media Monitoring, Social PR, Marketing and Advertising Tagged With: Business, Crimson Hexagon, Dr. Natalie, Facebook, marketers, marketing, PR, ROI, smROI, social media, Twitter, Wayne St. Amand, webinar

Join My Webinar: The 7 Steps To Creating Powerful Customer Experiences & Get Social Media ROI

July 9, 2013 By Dr. Natalie Leave a Comment

Space is limited.
Reserve your Webinar seat now at:
https://www4.gotomeeting.com/register/267308527

Date: Thursday, August 15, 2013

Time: 12:00 PM – 1:00 PM EDT

Most companies started out in social media with a very tactical approach. They created a twitter handle, put up a brand page on Facebook and said, “Happy Monday and buy our stuff.” And then worried where the ROI (Return on Investment) was. In working with many brands, I found that most companies don’t have any point of reference for best practices or a way to assess their social media and digital marketing program.

In this 1-hour webinar, I will walk you through a 7 step process that will not only will allow you to create better customer engagement, but will increase the success in driving customers through the marketing funnel- from awareness, interest, consideration and purchase…. and take advantage of what social media is so adept at – increasing loyalty, advocacy and referrals. This full-funnel marketing process provides executives and/or staff the steps to social media and digital marketing success so that they can:

– Do more of the right things
– Make smarter decisions
– Reduce the politics and come to consensus on the best next steps
– Get people aligned
– Justify the plan to senior leadership
– Track the progress and
– Have the investment in social media deliver real, accelerated business results

I hope to “see” you there!

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Customer Experience, Dr. Natalie's Blog, Webinars Tagged With: Business, business results, Customer Experience, customer service, investments, marketing, PR, ROI, smROI, social media, social media ROI, webinar

ROI Of Social Media Social Media Club Presentation

May 26, 2013 By Dr. Natalie 1 Comment

Many enterprises are considering social media and are wondering if there is return on the investment. I’ve taken a stab at calculating an ROI when social media is applied to customer service. The result? Large ROIs and benefits to every part of the company! Applying social media to customer service may be the tipping point for business to take social media as a serious enterprise application!

Dr. Natalie Petouhoff ROI Of Social Media Social Media Club Presentation/ Forrester Research from Dr Natalie Petouhoff

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Want to get more info on the business use of social media? Connect with me here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

Filed Under: ROI of Social Media, Social PR, Marketing and Advertising Tagged With: best practices, Business, Facebook, marketing, measuring roi, PR, presentation, return on investment, revenue, ROI, smROI, social media, Twitter

Mari Smith Interview – NMX – TheSocialNetworkShow.com

May 18, 2013 By Dr. Natalie Leave a Comment

I had a chance to “sit down” with top social media expert Mari Smith. It was a pleasure and a privilege to chat with Mari while we discussed the future of Facebook (Brands, you don’t want to miss Mari’s insight here, especially on what she would like to see on fan pages!)

Mari Smith is passionate about people! She is a Relationship Marketing Specialist and one of the worlds foremost experts on how to use Facebook for both business and personal reasons.

Fast Company dubbed Mari, the Pied Piper of the Online World. With her popular blog at MariSmith.com, and her large loyal following on both Facebook and Twitter, Mari is considered one of the top resources and thought leaders in the world of new media. She frequently appears in media locally and nationally. She also travels the United States and internationally to share her wisdom and provide social media keynotes and in-depth training. Through her consulting and training business, Mari helps individuals and business owners to understand and integrate proven social media marketing strategies.

Make sure to follow Mari on twitter: @MariSmith

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Dr. Natalie's Blog Tagged With: brands, Business, consumers, Dr. Natalie, Facebook, fan pages, interviews, mari smith, marketing, NMX, ROI, SCRM, smROI, social media, social network show, sugarcrm, Twitter

The Social Consumer – An Interview WIth Mike Krigsman and Vala Afshar at the NMX Conference

May 4, 2013 By Dr. Natalie Leave a Comment

I had the opportunity to interview Mike Krigsman and Vala Afshar at the NMX Conference about their views on the intersection of the social consumer and businesses. What do businesses need to understand about the social consumer? What mistakes are they making? And what does it look like when business do a great job of interacting with the social consumer. These two experts share their insights with me.

About the interviewees:
Vala is the Chief Customer Officer and CMO at Enterasys which is a Siemens Enterprise company. A critical component of Siemens Enterprise Communications, Enterasys answers the challenge, bringing a new level of intelligence to IT, with solutions that include wired and wireless network infrastructure, advanced security, and network management. He is also an author, Inventor, Blogger and his posts can be see at: huffingtonpost.com/vala-afshar/

Vala can be found on twitter at: @ValaAfshar

Mike Krigsman provides strategy consulting, writes about CIO issues and the cloud for ZDNet and contributes to the Wall Street Journal.
Mike can be found on Twitter at @mkrigsman

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on How Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Customer Experience, Customer Service, Dr. Natalie's Blog, Dr. Natalie's Social Network Show, Leadership Tagged With: @mkrigsman, @ValaAfshar, B2B, best practices, Business, customer service, Dr. Natalie, Enterasys Networks, Facebook, internet, Interview, LinkedIn, marketing, NMX, NMX conference, PR, ROI, Siemens Enterprise Communications, smart phones, smROI, social consumer, social media, social network show, tablets, Twitter, Wall Street Journal

Webinar: Demystifying the ROI of Social Media

April 29, 2013 By Dr. Natalie Leave a Comment

As businesses adopt social media, executives are asking to substantiate the budget requests. While most corporate initiatives require a business case and estimated return on the investment to a business, social media is one initiative that many business leaders are unsure how to quantify.

Social media expert Dr. Natalie Petouhoff joins Crimson Hexagon’s Vice President of Marketing Wayne St. Amand to cover how PR professionals, Brand Managers, Product Managers, Product Development and Marketers can benefit from the deep insights that social media monitoring can provide.

In this webinar, you’ll learn:

Real social media monitoring case studies with the data that drove business decisions.

How to set-up your social media measurement program.

How to calculate ROI of social media.

This webinar is a “must watch” prior to planning your next marketing budget. You can view it here.

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Dr. Natalie's Blog Tagged With: Business, Crimson Hexagon, Dr. Natalie, Facebook, marketers, marketing, PR, ROI, smROI, social media, Twitter, Wayne St. Amand, webinar

Paid Content vs Unpaid Content: Interview w/ Matthew Mitchell of MediaPass

April 20, 2013 By Dr. Natalie Leave a Comment

I got to chat with Matthew Mitchell, president of MediaPass, and we talk about how to increase subscriptions to blogs, as well as Mommy Bloggers.

MediaPass is a powerful, easy-to-use subscription solution for online content. With a bit of code, web publishers can instantly monetize their online material—articles, videos, podcast, and more—with zero upfront cost and very little effort. Invented by experts in online subscription models, MediaPass helps web publishers push past the revenue limits of advertising into a more profitable future.

Is there someone in the Social Media industry that you’d like me to interview next? Let me know by dropping me a note on my Twitter or via e-mail!

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Here’s My book on Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Dr. Natalie's Blog Tagged With: best practices, blogs, customer service, interviews, marketing, matthew mitchell, mediapass, paid content vs unpaid content, ROI, SCRM, smROI, social media, social network show

Game Based Marketing: Interview at NMX – The Social Network Show

April 16, 2013 By Dr. Natalie Leave a Comment

This week, I interview an up and coming game base marketing company at NMX and we talk all things gamification.

At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!

@DrNatalie L. Petouhoff
310-919-8467

Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Here’s My book on Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Filed Under: Dr. Natalie's Blog Tagged With: badges, Business, customer service, CustServ, Facebook, gamification, leader boards, marketing, NMX, PR, prizes, ranking, revenue, ROI, smrc, smROI, social media, Twitter, video, youtube

Improve Your Top and Bottom Line With Customer Self-Service Via a Customer Community

February 27, 2013 By Dr. Natalie Leave a Comment

Calling all support and marketing professionals! Want to learn how you can reduce support costs, while improving customer acquisition and retention? www.GetSatisfaction.com VP of Product Marketing, Scott Hirsch, interviewed yours truly about how you can leverage customer communities to do just that. Here’s the slides:

Improving Customer Service with Communities And Gaining Social Media ROI from Dr. Natalie Petouhoff

And if you want to listen to the presentation: Using Social Technology to Reduce Support Costs and Improve Agent Efficiency

In this interactive session, Scott and I cover how social, online communities:

Fit into your customer experience strategy
Deflect support email and phone calls to agents, while improving customer satisfaction
Generate content that will increase the efficiency of your marketing and PR organizations
Increases customer acquisition, retention and upsell…

Here’s the ebook based on based on my research on how Customer Communities Reduce Support Costs: Customer Self-Service if you want to dive deeper into how you can reduce support costs by leveraging communities for your business.

Dr. Natalie’s Research On Reducing The Costs of Customer Self-Service With GetSatisfaction.com from Dr. Natalie Petouhoff

A community is an online platform that facilitates conversations between companies and their customers across digital channels. The content and connections in the community can be leveraged by businesses for marketing, service/support, sales, brand awareness, and R&D.

Community ROI comes from reducing support costs by reducing the number of customer interactions. How?

–Curate user-generated content for one-to-many support (especially good for “long-tail” content)

–Search engine optimization (SEO)

–Identify and activate super-users for peer-to-peer support

Mint.com was able to:

• See a 75% reduction in support tickets in the first 60 days

• Use the Community as primary support channel

Community ROI comes from reducing support costs by improving support efficiency with multi-channel, real-time, and integrated into business workflows. How?

–Offers multi-channel community (web, mobile, social)

–Integrates with business systems

–Improves knowledgebase efficiency

Restaurants on the Run found they were able to:

• Expand nationally without adding reps

• Integrate the Community with website and chat (Velaro).

Learn. Share. Grow!
@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI

Social Media ROI YouTube Videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media

Video 3: How Social Media Benefits the Whole Company

Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans

Let’s Connect here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.facebook.com/natalie.petouhoff

Filed Under: Customer Experience, Customer Service, Dr. Natalie's Blog, ROI of Social Media, Webinars Tagged With: @drnatalie, #SCRM #custserv #customerservice, customer acquisition, customer community, customer service, CustServ, ebook, Get Satisfaction, marketing, PR, Scott Hirsch, SCRM, smROI, social media, webinar

Forbes Columnist, Mark Fidelman to Cover UCLA Social Business Course

April 17, 2012 By Dr. Natalie 5 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