SXSW 2012 - Metrics for Social Media: The Net Promoter Score

Metrics for Social Media: The Net Promoter Score
Event	Interactive 2011
Format	Dual
Organizer	Mark Krupinski – MindComet, Inc.
Description	Now that social media is accepted practice in the business world, the question still remains, “how do you measure it?”. The “bottom line” (ex. sales) is generally what comes to mind first for Leadership, but how do you measure your social media efforts when the focus of your business includes repeat and referral business? In their presentation, Mark Krupinski and Jeremy Hilton define the Net Promoter Score along with a case for it’s consideration as a Return on Investment (ROI) metric for your social media initiatives. Additionally, they compare this measurement with other customer loyalty and sentiment formulas currently being championed by industry leaders. Lastly, Mark and Jeremy review “real world” examples of the Net Promoter Score in practice by mainstream organizations.
Questions Answered	How do you measure Social Media? Can you accurately measure customer sentiment? What is the Net Promoter Score? Why should I consider the Net Promoter Score in my social media efforts? What are some “real world” examples of the Net Promoter Score in practice?
Level	Advanced
Category	Community / Online Community
Tags	measurement, Metrics, social media

Metrics for Social Media: The Net Promoter Score