sotech - how social media works inside and outside the business [infographic]
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InfoGraph designed by Hold. www.WeAreHold.com
In th
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Cloud computing inc. mobile
Project and time tracking software
Collaborative work tools and knowledge sharing e.g. wikis, internal social networks, crowdsourcing platforms
Virtual working technologies
Recruitment and business contact networks
Digital profiles
Promotional tools like corporate blogs, microblogging and networks (which attract and retain talent)
Influence dashboards
Realtime monitoring solutions
Online sentiment analysis
Automated moderation software
Analytics and reporting tools
Competitor insight tools
Virtual service tools
Realtime monitoring solutions
Wikis/crowdsourcing platforms
Online survey/ad platforms
Social networks and brand communities
Analytics tools
Collaborative problem-solving platforms e.g. message boards
Monitoring Tools
Communities
Virtual worlds/Metaverses
Real-time analytics
Enhanced comms tools like webcasts, social networks, blogs
Collaborative work tools and platforms
Polls/Surveys
Open source technologies
Widgets and Apps
Data analytics, reporting and visualization
Micro-financing platforms
Online monitoring tools
Crowdsourcing e.g bespoke social networks, discussion boards, email feedback generators, idea submission and ranking platforms, wikis
Research/surveys/Q&A tech
Virtual goods & services
More accurate pricing and/or better profit margins
Higher staff retention
Lower CPA of new hires
Decrease travel costs
Reduce recruitment time
Reduction in staff turnover
Reduce staff costs
Higher positivity (+ vs. competitor)
Acquring customers away from competitors
More up-to-date info, more often
Reduce spend on independent reports
SEO metrics like google ranking, keyword performance, organic search traffic, mitigating negative commentary
Faster resolution turn around
Increase in repeat customer/customer retention
Increase in customer satisfaction
Reduction in negative sentiment
Reduction in Op Ex
Reduction in paid media spend
Increase and/or more targeted reach
Returning customers
Volume of WOM
Sales data: acquire, repeat/increase purchase, reduce return, cross sell, friend-get-friend
Engagement metrics
Measuring effectiveness of campaigns: Reach, Engagement, Positive Sentiment, Negative Sentiment
Additional revenue generated
Reduction in refunds/returns
Reduction/elimination crisis spend inc. PR, product recall
Increase/maintain share price
Increase Profit
Reduce Cost of Business
Greater visibility across the business with data and feedback
Improved flexibility of business
Raise profile of company and individuals
Meet sustainability objectives
Win awards
Increase longevity of business/growth
Decrease time to market
Streamline product/services range to reduce costs
Sales increase
Reduce market research and user group testing spend
Increase market share
Reduction in staff turnover
Reduce staff costs
Benefits Benefits
Benefits Benefits
Benefits Benefits
Social Tech Social Tech
Social Tech Social Tech
Social Tech Social Tech
Metrics Metrics
Metrics Metrics
Metrics Metrics
v 1.0Shannon Boudjema @shannonboudjemaPaul Armstrong @munkyfonkey www.SoTechNow.comDarika Ahrens @darika
Related Roles/Departments: HR, IT, Ops, Snr ManagementThe Operational benefits of using Social Tech mainly relate to saving money vs. making money for the business. Social technologies often have a very direct effect on productivity (e.g. the use of collaborative work tools) as well as traditional IT management (e.g. shift to cloud computing, reduce data duplication). There are also a wealth of benefits with regards to human resource from recruitment (eliminating recruiters, global talent pool thanks to remote working technologies, reducing likelihood of wrong hires and promoting the company as a great place to work) to retention by giving employees greater work satisfaction and aiding skills development. All of these areas can have a measurable effect on the bottom line.
Related Roles/Departments: R&D, Product/Brand Management, Sales, Innovation, Director & Board levelThere are a multitide of social technologies available to those guiding the strategic direction of business from insights to innovation. There are numerous stakeholder benefits from management & employees, to shareholders as well the potential for brand awareness and business growth - today and in the future.
Related Roles/Departments: R&D, Product/Brand Management, Sales, Innovation, Director & Board levelSitting squarely in business development is the potential for social technologies to not only reduce research/trial time and decrease time to market but increase revenue and market share by using indepth customer insight and even collaborative working to streamline and create products which customers will buy. Crowdsourcing and innovation is increasingly being used by forward-thinking businesses.
Related Roles/Departments: Marketing, Customer Service, Brand Manager, Director & Board level, Shareholders
By far one of the most valuble parts of a business is the brand; growing and maintaining a reputation. Social technologies provide both solutions (via online monitoring capabilities) AND challenges (like scalability and ownership), which are worth evaluating to protect and increase the value of the brand.
Related Roles/Departments: Customer Service, Sales, R&D, Brand/Product Manager, Marketing
If the old adage - It’s cheaper to keep a customer than find a new one is true, then social technologies can deliver increased revenue as well as a reduction in cost to provide the levels of service customers expect - while driving and maintaining customer satisfaction.
Related Roles/Departments: Customer Service, Sales, R&D, Brand/Product manager, Marketing
Customers are at the heart of every business with social technologies having wide ranging benefits on loyalty, avg spend, frequency of spend, referrals and overall customer satisfaction. In addition social technologies deliver deep insight into customer demand as well as the potential for greater customisation. For marketers, much of what they deliver should impact here but with many never measuring the results of their efforts or true ROI.
Incentive and promotional tools & communities
Paid Media like Paid Search, PPC, Display, Targeted ads,
Direct mail
Brand Owned Channels like blogs, video, image, websites, communities
Earned Media/WOM/viral marketing
Analytics & Reporting tools
Social Commerce tools
Digital and mobile apps
Social CRM software and tools
Customer profiling & tracking tools