No matter if you manage a small or large community on social media, one question always remains: What’s the most effective way to measure growth and effectiveness of one’s social efforts?
As any community manager knows, engagement and ROI is often difficult to measure. If you decide to focus on only one metric to measure success, you risk it fluctuating and negative results can occur with subsequent reports. When social platforms change, so do the way we need to measure them. Here’s what you should focus on:
1. Engagement: Although it shouldn’t be the only metric to measure, it’s definitely a good place to start. Engagement represents users (and/or current customers) interacting with your content and brand. By tracking overall engagement (comments, likes, posts, RTs, mentions, etc.) manually or with a program, you can determine how well your brand is doing within the community.
2. Sentiment: Often thought of as a difficult metric to measure, sentiment is very helpful to understand and could ultimately better your customer service efforts. “Social listening” is a hot phrase in the social world, but truly understanding what your customers are saying about you online can help you determine how your brand is currently being viewed and where you could improve within the community in the future.
3. Conversion: This metric is very important because every business wants to determine how their social efforts are translating into actual sales. Typically, social managers use Google Analytics and other tracking measures (query strings, etc.) to see how visitors find you and ultimately purchase products. Creating unique coupon codes or links to specific website pages will only help you stay organized.
4. Leads: Leads are measured because they will (hopefully) evolve into conversions for your company. Being able to predict future conversions from the tentative leads you’ll receive will help shape your overarching digital strategy. Don’t forget to also focus on measuring traffic from social media sites to help count such leads.
Tell us: How does your small business report social media?