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Week Six Social Media Series: How Should I Measure My Social Media Activities?
- If you direct new customers to fill out an interest form on your website, include a line in the form that reads something like: “How did you hear about us?”, “Did you find us through our blog? Facebook page? YouTube video?” etc.
- Or if new customers are walking into a physical location, have your sales or customer service reps ask them in person and keep track of the answers.
- If your data shows that your blog posts are the ones generating more sales, then continue with the strategy and commit to a consistent schedule of posts.
- For example, you could spend one to two hours per week working on your blog, depending on your specific sales goals.
- The same could apply to any of the others—Facebook, YouTube, or Pinterest—depending on what you find in your data.
The point is that when you can see for yourself what’s working, do more of it and become consistent with it.
- Can your customer service reps completely resolve an issue in just a few minutes?
- Or does it take several minutes?
- Does the conversation with the customer often need to continue offline to maintain a good level of service?
If your aim is to reduce the time it takes to resolve an issue, try providing an incentive to service reps who can effectively handle issues within a certain time limit. Or come up with an escalation plan when an issue is too complex or becomes too heated to resolve online.
Another idea is to track the number of back-and-forth responses needed between customers and service reps before the issue is resolved:
- Are your service reps able to communicate in clear and succinct ways, suggesting fewer back-and-forths?
- Or are your customer questions and issues too confusing to avoid multiple back-and-forths?
- opportunities to directly participate in events, panels, forums, and discussions
- opportunities to speak, appear, exhibit, or represent your business in any other way, either locally or within your industry
- business leads, partnerships, affiliations, or any other invitations to collaborate or join
- increases in the number of connections with people you did not previously know