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Simplifying Social Business: How to Calculate Social Customer Service ROI

Topics
Customer Service
Marketing
Sales
CRM
Public Relations
SCRM
Simplifying Social Business
Social Business
Social CRM

Highlights

Too many social media pundits say, “Social media ROI cannot be calculated because there are too many unknowns.” This is wrong-headedness. In this episode, Dr. Natalie and Kathy show you why by showing you how to determine the ROI of social customer service. It’s what you need to know to build a real business case. 

 This is part of a 10-week series where Dr. Natalie Petouhoff and Kathy Herrmann discuss what business leaders need to know to successfully implement holistic social strategies.

Review the corresponding slide presentation here.

 

Previous Episodes

Speakers

Dr Natalie Petouhoff
Dr Natalie Petouhoff
Chief Strategist for Soc...
details
Kathy Herrmann
Kathy Herrmann
Consultant - Business St...
details
Caty Kobe
Caty Kobe
Community Support Manage...
Get Satisfaction
details
@catykobe tweeted
RT @Focus Don't miss #SocBizSeries episode 8: #Social #Marketing and #PR #ROI w/ @KathyHerrmann & @drnatalie http://t.co/chnVz1pJ Weds ...
Nov. 7, 2011
@Focus tweeted
Don't miss #SocBizSeries episode 8: #Social #Marketing and #PR #ROI w/ @KathyHerrmann & @drnatalie http://t.co/chnVz1pJ Weds 11/9 at 11am PT
Nov. 7, 2011
@catykobe tweeted
@smc_la Thanks for the intro! @writeononline we'd love to have you join #socbizseries! Next ep: http://t.co/pFwWHJpT Have a great weekend!
Nov. 4, 2011
@smc_la tweeted
@writeononline should meet @catykobe of @focus & join in w #socbizseries on Wed 11am #intro #bwela
Nov. 4, 2011
@joshmackey tweeted
RT @belllindsay “@catykobe: 90% of your customers are lurkers... @drnatalie #SocBizSeries” cc @joshmackey
Nov. 2, 2011
Michael Cherni
Michael Cherni asked a question
What are some real world, granualar case studies of social customer service ROI?
Nov. 2, 2011
2 Answers · Answer this Question
@ilovegarick tweeted
@evanhamilton And what is that direction? #cmgrchat (good to see ya'll. sorry, I've been in #socbizseries these past few weeks)
Nov. 2, 2011
Ed Shepherdson
Ed Shepherdson asked a question
How are you determining that the social case is in fact answered? Are you following the whole conversation?
Nov. 2, 2011
2 Answers · Answer this Question
@CraigKon1 tweeted
RT @krcraft ROI FORMULAS #NewConvosansweredbyCustomers=(#TotalNewConvosAnswered)x(%NewConvosAnsweredbyCustomers) #SocBizSeries
Nov. 2, 2011
Caty Kobe
Caty Kobe asked a question
How is the deflection rate calculated?
Nov. 2, 2011
1 Answer · Answer this Question
Cathy Sherwin
Cathy Sherwin asked a question
How would one measure that agent deflection number if customer size or the month-over-month being measured is in flux?
Nov. 2, 2011
1 Answer · Answer this Question
@krcraft tweeted
i.e new convos by new convos answered by clients. That is how you dig in. Never a single metric. #SocBizSeries
Nov. 2, 2011
@krcraft tweeted
Notice they are measuring more than one metric against another? That's a critical understanding. #SocBizSeries
Nov. 2, 2011
@drnatalie tweeted
RT @krcraft ROI FORMULAS #NewConvosansweredbyCustomers=(#TotalNewConvosAnswered)x(%NewConvosAnsweredbyCustomers) #SocBizSeries
Nov. 2, 2011
@krcraft tweeted
ROI FORMULAS #NewConvosansweredbyCustomers=(#TotalNewConvosAnswered)x(%NewConvosAnsweredbyCustomers) #SocBizSeries
Nov. 2, 2011
@Cazoomi tweeted
RT @Nimble Common costs for social #custserv programs: People, Technology, & Marketing ~ @KathyHerrmann on @Focus #socbizseries #cem
Nov. 2, 2011
@Nimble tweeted
Common costs for social #custserv programs: People, Technology, & Marketing ~ @KathyHerrmann on @Focus #socbizseries #cem
Nov. 2, 2011
@PortableCathy tweeted
Customers sharing will lead to improved Agent productivity (i.e., ROI avg handle time, enhanced knowledge base) #SocBizSeries
Nov. 2, 2011
@catykobe tweeted
Woo! @getsatisfaction name drop in today's #SocBizSeries event!
Nov. 2, 2011
@RCKlein tweeted
reading! RT @krcraft Here's the ROI of #customerservice slideshare preso http://slidesha.re/tlNldT #SCRM #SocBizSeries
Nov. 2, 2011
Eddie Reeves
Eddie Reeves asked a question
How can knowledge base growth be realistically measured?
Nov. 2, 2011
1 Answer · Answer this Question
@belllindsay tweeted
“@catykobe: 90% of your customers are lurkers... @drnatalie #SocBizSeries” cc @joshmackey
Nov. 2, 2011
@ccmediamktg tweeted
90% of your customers are #lurkers #socbizseries
Nov. 2, 2011
@Nimble tweeted
Starting NOW - #SocBizSeries: How to Calculate Social #CustServ #ROI. Click to listen LIVE: http://t.co/vmOZLKqx #SCRM #Socialbiz via @Focus
Nov. 2, 2011
@krcraft tweeted
Here's the ROI of #customerservice slideshare preso http://www.slideshare.net/kathyherrmann/focus-social-customer-service-roi #SCRM #SocBizSeries
Nov. 2, 2011
@catykobe tweeted
90% of your customers are lurkers... @drnatalie #SocBizSeries
Nov. 2, 2011
@krcraft tweeted
Super Users comprise 1% of your community - they live & breathe your products & services - invaluable sources @KathyHerrmann #SocBizSeries
Nov. 2, 2011
@krcraft tweeted
There is no one method of implementation for social, likewise, there is no singular formula for ROI per @KathyHerrmann #SocBizSeries
Nov. 2, 2011
Jonathan Bunce
Jonathan Bunce asked a question
How do you tie the defined ROI metric(s) into performance management for functional and individual reveiws?
Nov. 2, 2011
1 Answer · Answer this Question
@krcraft tweeted
Cost of agent salary versus reduction/resolution giving as one example of social biz ROI metric per @drnatalie #SocBizSeries
Nov. 2, 2011

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