By now most companies have realized just how valuable social media can be, particularly when it comes to marketing. But how do you quantify the value of using social media to promote online learning content?
Dr. Natalie Petouhoff has written extensively about calculating the ROI of social media in terms of reduced support costs for businesses. Check out her great video series on this topic. In fact, she has a free ROI of Social Media webinar coming up on Aug. 25th that is being offered through CRM Xchange – can’t wait to learn more about her approach!
But what about other effects of social and online communication? Some things we are currently looking at include:
- Sentiment (i.e., positive/negative perceptions of a product or brand);
- Online customer satisfaction; and
- Traffic to the online resource.
When we share links to helpful resources for our customers, are there other valuable outcomes? How should these outcomes be measured?