Agent efficiency, automation, and operational insights
Khoros Communities is recognized as a strong performer in community management. Read more
Brands who do not actively respond, monitor, and engage with their customers through social media stand to jeopardize brand loyalty or lose them forever. Learn how to measure the impact of those activities to get the most of your social marketing efforts.
Developing and maintaining loyal customers can impact your bottom line more than any advertising you can buy:
The goal is to deliver such superior customer experiences that loyal customers can’t help but spread the word about their positive brand experience, and turn fans into superfans. Superfans then become extensions of your company and brand.
The first step towards achieving this goal is to measure the impact of social media marketing on brand loyalty. Start by asking yourself these questions:
There’s no better way to measure the impact of social media marketing on brand loyalty than by getting feedback directly from your customers. If you’re not measuring Net Promoter Score (NPS®) and Customer Satisfaction (CSAT), this should be your top priority. With industry standard question formats, you can survey customers in a structured way to better measure, and more importantly, improve your customer service.
Leading companies in the customer service industry are making these tools available in their existing online community and Twitter customer service workflows.
Evaluating sentiment is essential to understanding changes in consumer opinion and measuring brand loyalty. Sixty-six percent of brand mentions on social are positive. How does your brand compare to this average? More importantly, how is your brand sentiment trending over time?
There are several tools to track mentions so you can easily monitor conversations, but, look for one that also effectively measures brand sentiment. Ideally, one that automatically evaluates sentiment for each particular word or phrase instead of just counting the “happy” words. Once you have the tool in place, determine a benchmark and set a realistic goal to increase your positive sentiment.
While loyal customers may not be actively looking for services or products from your competitors, it is important to know their percentage of online conversations, and where you stack up against them.
Determine your share of voice by tracking the number of mentions your company, products, and services receives on search and social media.
Share of Voice = Your Mentions / (Total Mentions for Competitive Companies/Brands)
Now, look at your top three to five competitors. Do you have a bigger share of social voice? Is your positive sentiment higher or is there room for improvement?
According to customer-centric management expert Curtis N. Bingham, customer engagement is a leading indicator of loyalty. “Engaged customers trust your brand, advocate for you, and buy a greater breadth and depth of your products without as much price-sensitivity.”
Quantifying engagement is more than just counting fans and likes. Engagement is about how involved your audience is with you and your content. The Content Marketing Institute recommends that to measure engagement the right way, focus on these three metrics:
Twenty-five percent of search results for the world’s 20 largest brands are links to user-generated content (UGC) published via social media. Are your loyal fans sharing your content and creating their own content about your brand? Google Analytics makes it easy to track sessions via social referral and discover where your social traffic originates.
Learn how to get the most out of social media as a brand with our Social Media Pocket Guide.
Explore the world of AI chatbots as we delve into their top 5 failures and reveal expert tips on rectifying and preventing these mishaps.
Help your social media strategy withstand another year of market change, fluctuating algorithms and evolving pricing models. In this report, you’ll learn four ways to future-proof your social media strategy, including security, content, listening and advocacy.
Learn the best ways to collect customer feedback such as surveys, branded communities, social media, and customer interviews including what to do with it.
Learn how to start enhancing your customer and employee experiences today.
We're diving into the hottest social media trends and noteworthy industry updates that have been making waves in the digital sphere over the month of January.
KHOROS SOCIAL MEDIA MANAGEMENT
Check out these new social media software capabilities that make social publishing and engaging even easier.
Our team is excited to share the latest features of our customer service software. See what new capabilities are available now.
Learn more about the two new engagement features, Ideas and Rank, now available in the next generation of Khoros Communities.
Unsure if employee advocacy is the right fit for your business? Explore four measurable results your brand could unlock with a top-rated employee advocacy program.
Enhance customer service through operational efficiency. Streamline processes, engage employees, and achieve excellence across all customer touchpoints.
Your employees could reach a 561% larger audience than your brand accounts! Learn 4 steps to activate employees as brand ambassadors at only a fraction of paid advertising costs.