Proving Your Worth: Social Media's ROI

Who We AreA team of strategists, user experience experts, creatives and developers

Who We Work WithIndustry Leaders in Telecom, Fashion, Home Goods, Utilities, Finance and Philanthropy

Make a Difference

Listening + Engaging

Donate & Volunteer

Awareness

Consideration

Selection

Donate & Volunteer

Retention

Loyalty

Advocacy

CustomerLifecycle

Awareness

Consideration

Selection

Donate and Volunteer

Retention

Loyalty

Advocacy

Objectives&

Milestones

AwarenessConsiderationSelectionDonate and

VolunteerRetentionLoyaltyAdvocacy

CustomerExperience

Awareness

ConsiderationSelecti

on

Donate and

Volunteer

RetentionLoyaltyAdvocacy

SocialADVERTISING

Social SEARCH/SEO

Social SHOPPING

Social COMMERCE

Social SERVICING

Social CRM

Social PR

Example

SocialADVERTISING

Social SEARCH/SEO

Social SHOPPING

Social

COMMERCE

Social

SERVICING

Social

CRM

Social

PR

Awareness

ConsiderationSelecti

on

Donate and

Volunteer

RetentionLoyaltyAdvocacy

REACH

INTENTION

CONVERSION

$ $$ $$$

REFRERRAL

Evaluation&

Metrics

Buy or Sell or Hold

Fundraiser or “Friendraiser”

Summary

• It’s about $• It’s about listening and engaging• It’s about creating value throughout the customer lifecycle• It’s about aligning your objectives and milestones based on your

ability to serve your customers needs at every step• It’s about implementing measures and metrics that let you see

you are succeeding • It is about correlating success with $: revenue, cost savings and

cost avoidance• Finally, it’s about accepting that not everything is measurable, like

the value of a great friend

Questions &

Thank you!