Digital Insights

Points to Ponder:

How are you measuring customer centricity success ? Or are you even measuring it at all ?

Measure Awareness

• How do you define the success of your message reaching to the right people to propel it others like themselves ?
• And How do you match that back to your revenue and cost for the particular activities ?

Measure Attitude

• How do you define what's a positive sentiment - from your customer prospective ?
• How do you define what's a negative sentiment - from your customer prospective ?

Measure Influence

• Have you identify who are the key influencer amongst your potential customers ?
• Have you identify who are the key influencer amongst your current customers ?
• What makes them tick - amongst your potential and current influencers ?
• Have you identiy which are the other relevant influential topics amongst potential, new and current customers ?
  

Measure Competition

• How are you faring against your competition ?
• More visibility ? or Less ? - Why and Why not ?
• What makes them more visible ?
• What triggers their prospects and customers which leads to the visibility ?

Measure Outcomes

• How do you link your end business goals through the defined social actions ?
• And How do you match that defined social actions with you quantitative data (web analytics / crm) ?

Measure Value

• How much is a defined social media participant worth ?
• What is the lifetime value of a new customer to your business ?
• What percentage of your potential / new customers whom joined in the conversation leads to a desired response ?
• And What is the percentage of those whom remain loyal ?