Social media advertising can have a big impact on a brand. Digital marketing ads may encourage people to try a product, a free trial could lead to a purchase, and a purchase could lead to a person actually using a product. During this process, brand-centric conversations usually develop on social networking websites, which can be discovered through search. These conversations become a vital factor when it comes to making purchase-related decisions, as most buyers usually check out comments on social networks like Facebook before coming to a buying decision.
These digital marketing conversations are usually driven by two factors, which are both controllable. The first is product design, and the second is the communications between customers and customer service agents. There is a strong connection between ROI and customer service. For instance, if an internet marketing professional takes the time to understand the relationship between the number of fans and the number of ‘likes’, together with conversations on Twitter between customers and service agents, they will get a true picture of the impact of their digital marketing campaign on social networks.
A simple way to get such an understanding is to connect customer service actions with incremental ‘likes’, by tracking responses of customers to the digital marketing messages of your customer care agents. You may also begin tracking incremental revenue, either directly through your Facebook business page or other social media profile. So, what is incremental revenue? Incremental revenue can be in the form of subscription renewals, product up-sells, and customer saves collected through the actions of social care agents.
Incremental revenue can also be calculated from the expense side, just like a phone interaction. Once you track the shift of call deflection, you will get a measure of the change in expenses connected with your digital marketing effort, together with its cost. Your digital marketing programme on social networks will now be connected to real money, offering a great way to calculate ROI.
As an Internet marketing professional continues to build their marketing programme on social networking websites, it is important for them to think beyond marketing. A social media profile should also link to other functional areas of a business, which also take part in social media-based conversations, such as customer service. Take into account revenue, expense change and directional KPI’s, before setting up various ROI goals. Therefore, there are a number of ways in which you can also improve product promotion through Social media.
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