Mapping Social Media Metrics to your KPIs

Date: 1 Oct 2018
Time: 9am to 5pm
Venue: Kaplan Myanmar University, Yangon, Myanmar

Social Media is increasingly used as a support channel to complement voice, email and shop visits. But doing a good job with social media support is very difficult.

Many companies find social media marketing and support easy to start but difficult to scale and get it right. Customers using social media are hard to please. And some posters seem adamant to bring the brand down.

Social media is not fad. There are real implications to the enterprise’s revenues, cost, customer satisfaction and retention. Mapping social media metrics to enterprise Key Performance Indicators (KPIs) will help you understand and justify buidling your social team and acquiring tools to improve their productivity.

This 1-day workshop discusses the benefits and challenges  of using social media for support. How it is same yet different compared to traditional support channels.

We will cover the Best Practices in Social Response and define the types of Key Performance Indicators used to measure success.

In this 1-day workshop, we shall discuss:

  • Current Pain Points of Enterprises
  • Why is Social Media Response so difficult?
  • How Social Response fits into Digital Transformation
  • Social Response Best Practices
  • People, processes and technology of Social Response
  • What are the key metrics of Social Response?
  • How to map these to Enterprise KPIs?
  • Sample metrics for Social Response Return-on-Investment