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Products
Platform
- Platform
  
  Digital-first, unified engagement hub
- Khoros Care
  
  Digital customer care on every channel
  
  Messaging | Modern Chat | Chatbot | Social
- Khoros Communities
  
  Online brand communities for enterprises
- Khoros Marketing
  
  Social media marketing & listening
  
  Social Marketing | Social Listening | Experiences
- Integrations
  
  All the major social channels work with our software
By solution
- For digital customer care
  
  Agent care efficiency and contact center insights
- For community engagement
  
  Self-service support, education, and collaboration
- For social media management
  
  Content management, publishing, and governance
Learn More
Services
- Strategic Services
  
  Our in-house experts in social media and community management for Khoros customers
- Developer Network
  
  Data integrations for better customer experience
Watch now
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- Upcoming Events
  
  Join us for live webinars and other events, like Khoros Engage
- On-Demand
  
  Watch webinars and events on your own time
Read our recap
Resources
- Resource Center
  
  Whitepapers, checklists, on-demand webinars, guides, and more
- Blog
  
  Insights, tips, news, and more from our team to yours
- Customer Stories
  
  Case studies with successful customers to see how they did it
Learn more
Company
- About Khoros
  
  15+ years experience, built from Spredfast and Lithium
- Leadership
  
  Meet the team that leads the team
- Newsroom
  
  Press releases and other announcements
- Careers
  
  We’re hiring — come build the future of customer experience
- Contact Us
  
  Need anything? We’re here for you
- Social Responsibility
  
  Our commitment to do more and do better
Community
- Atlas Community
  
  Connect with 70K+ customer engagement professionals
- Support Center
  
  Find solutions and support for Khoros products here
Join Atlas

Download the Tipsheet

The information in this tipsheet was shared in a breakout session during Khoros Engage, held September 9 - 11, 2019 in Austin, Texas.

Speakers:

Nicole Johnson — Vice President, Social Media, Synchrony
Kosta Triantafillou — Senior Director of Product Marketing, SAP

Demonstrating the ROI of your brand’s engagement on digital platforms isn’t always simple — there isn’t necessarily a straight line between how you engage with customers and the effect on your organization’s bottom line. In fact, just 17% of marketing agencies say that they can provide an accurate read on social ROI. But even if proving the ROI of customer engagement isn’t simple, it’s possible.

You know your team’s social media activities add brand value, and in this tipsheet you’ll learn ways to demonstrate the value of customer engagement to your organization as a whole, including:

Why you should forget about vanity metrics and focus on effectively communicating brand values: The number of followers your brand has and the number of impressions your brand makes on social both matter less than ensuring that your brand’s content effectively explains who you are. Brand lift studies and surveys verifying that your content effectively reflects your brand’s values demonstrate the importance of your customer engagement efforts better than follower counts.
How to turn negatives into positives: Negative sentiment from NPS and social media comments can, perhaps surprisingly, help prove the value of your brand’s social customer engagement efforts by demonstrating how your brand is perceived in the world. Even if it’s uncomfortable to look at, there’s value to be had in that information, especially if you are able to effectively address the negative feedback and make changes that benefit your customers.

Learn other important tips when you download the Proving the ROI of Customer Engagement tipsheet.

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Proving the ROI of Customer Engagement

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Download the Tipsheet