service thinking - influencer metrics

Service Thinking Influencer Metrics

Presented by

Jerrica NaitoLuca Di Cocco

Raivis Kampenuss

Key Topics

● Intro of Service Thinking

● Influencer marketing

● Ecosystem dashboard

● Influencer Metrics Model

What is Service Thinking?

The design and orchestration of service systems to deliver enhanced customer experiences and improve the achievement of customer goals.

Source: CVC Group, LLC for Hult International Business School

What is Influencer Marketing?

● It is influencing people to like, to trust, to buy, etc. by others who are called the influencers;

● Nowadays, it is mostly done through the internet with the outset of different social media platforms; and

● There are different types of influencers.

Increased Revenue - the number of sales generated by placing an advertisement on Facebook

Metrics - Likes, comments, coded tabs to meet your goals

Tools - Insights, Embedded codes linked to companies’ databases

Metrics - Likes, comments, coded tabs to meet your goals

Metrics - Likes, comments, coded tabs to meet your goals

Tools - Insights, Embedded codes linked to companies’ databases

Tools - Insights, Embedded codes linked to companies’ databases

Customer Retention - the number of how many satisfied existing customers

Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities

Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org

Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities

Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities

Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org

Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org

Flow of Information, Shared Knowledge and Feedback foster Co-Elevation

Innovation, P/S feedback, training, shared knowledge

New P/S kickoff, reliable information, customer support, customization

# blogs, articles, updates, P/S first-hand news, comments

# updates, training sessions, surveys

# feedbacks, customer supports

Customer engagement, updated contents for readers

# readers, potential customers

Web Analytics, sales growth, search engine

ranking, # links

P/S awareness & sales, brand equity & social mention via most valuable influencers, P/S feedback, value proposition effectiveness, customer loyalty, design process

YouTube, Slideshare, Chatter, Jive, IBM

Connections

SAP, Salesforce, Facebook, Twitter, analytics tools

Web Analytics

Enhanced reputation, traffic, visibility, quality, up-to-date information

Co-Evolution by Crowdsourcing through Gamification Mechanics

Rewards to players and

content

Rewards to players and

ideas

Rewards to players

# of blogs and Tweets, value and quality indicators of

outcomes

# of videos and slides, value and quality

indicators of outcomes

# of ideas, players, time online, value and quality indicators of outcomes

Bunchball Nitro Analytics

Use of game mechanics to engage users and obtain

ideas and insights

Badgeville Solution Dashboard

Bunchball KPIs

Influencer Metrics Model

BUSINESS

PARTNERSCUST

OMER

S

PRESS

ORGANIZATION

Influencer Metrics Model

BUSINESS

PARTNERSCUST

OMER

S

PRESS

IBM

INFLUENCEES