Why I Struggled To Demonstrate A Social Media ROI at Nespresso

Hi people,

I’m saying hi from Gland, the place where I live with my wife and two children. I’m privileged to live very close to the water and to see the Mont Blanc. Well, unfortunately not today. But believe me, I get to see the Mont Blanc very often. It’s somewhere there in the back. Right now, it’s a little bit cloudy.

So people, today I’m reflecting on one of the great experiences that I had in my career at Nespresso and my biggest struggle.

Let me be very honest with you. Clearly, my biggest struggle was to demonstrate a return on investment (ROI) from social media. My struggle was to measure accurately the customer’s interactions from various touch-points with the brand, but most importantly to show evidence in terms of dollar benefits coming from social media.

At that time, it was still hard to set up properly, the tracking and to combine different datasets from different digital channels. Plus the data from analytics was showing discrepancies.

Now what would I do differently today?

I would not over-focus on the return on investment but rather demonstrate the brand-building benefits from social media that go beyond short term dollar benefits.

I mean, you tell me, how do you want to measure word of mouth, peer to peer interactions or human connections?

I would further highlight customer satisfaction. For example Tennis star Stan Wawrinka who was not sponsored by Nespresso but frequently posted on social media his Nespresso moments.

Make Nespresso customers the heroes and demonstrate it through mini-videos you can share on your digital channels.

And here is how.

Create emotions and unique experiences by inviting your brand ambassadors to an event where they can demonstrate their creativity with coffee capsules. I mean, one person created a bathing suit out of coffee capsules. Doesn’t this just show their love for the brand, and I’m convinced they will share their story with other people in a heartbeat.

People, this is scaling human impressions, instead of advertising impressions, which is just much more powerful.

I hope you find these insights useful and I would love to hear your marketing challenges.

And of course, I’m wishing my Nespresso friends all the best during the Christmas period. And obviously, I can’t wait to discover a new Clooney clip soon.

Well, but also remember, as long as the Matterhorn stands, everything is going to be alright. And I’m sure Nathan agrees with me;-)

Cheers people from Gland and talk to you soon again from another great place. Bye.

Greetings from a Swiss mountain guy;-)

Claude Oggier

Marketing questions ? Call me at 0041 78 637 4314

6 Digital marketing channels you must use to succeed

Are you still looking for guidance on how and where you should maximize your digital marketing channels?

Below you find 6 digital marketing channels you must use today to succeed. My approach is very easy to understand on how to optimize your digital ecosystem.

As a marketer the goal is to find synergies and interactions among each digital channel and to maximize it’s potential in order to achieve better results.

The Digital Ecosystem:

Inbound Marketing Graphic

 

1. Data analysis

Analyse the source of your traffic and only then you start to understand what kind of people are coming to your site and even a little bit of why they are coming. (Customer behaviors) Define your goals and focus on actionable outcomes.

2. Search engine marketing

Increase your visibility in search engine results through Pay-Per-Click ads or through an optimized website with your most relevant keywords.

3. Email marketing

Use email marketing to build loyalty and trust with your prospects/customers. Make sure your email list is clean and that you send out your messages to the right/relevant targets.

4. Social media

Social Media is not to worry about which social network you should be using and how many. Rather focus on building a community where your prospects and clients want to be.

5. Content marketing

Foremost write for human beings and not for robots. Create content people are willing to share with their network.

6. External websites

Outreach to external websites and bloggers. You build relationships and create authority for your website.

Do you agree with me?

What other digital channels would you add to the list that show good results?

Please share your feedback and critics in the comments section. I would love to hear from your stories.

Related article:

Digital Transformation is about people

 

Claude Oggier

E-mail Marketing – Still part of your Marketing Strategy?

Email vs Social Media

Social media being a hot topic I was wondering if your e-mail marketing is still an important part of your marketing strategy?

I believe social media needs to be integrated in your business strategy to enforce e-mail marketing more than ever. E-mail continues to evolve with features that make your content easy to share and which makes it a great relationship building tool. It becomes crucial not only to listen but also to respond in real-time (as good as possible) to your customers. Amazon is doing a great job in that matter where many brands can only dream of.

Play by the rules. Once you have the permission to deliver relevant messages to the people who want them you can start sending emails with the correct frequency, optimised for the right device, which contain the right type of content for the recipient.

What are your thoughts on this?

Reading and hearing so much about social media online I just felt to drop a few lines to highlight the importance of your e-mail marketing strategy.

Okay, lets go back to do our homework if you haven’t done it yet;-)

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You may like this to read:

Permission Marketing by Seth Godin

Email Marketing: Campaign Analysis, Metrics, Best Practices by Avinash Kaushik

Email marketing: Are you up to speed with email’s new breed? 

Claude

How Much Do Social Scores Matter To You Today?

Not that I am getting obsessed with my Klout score after I read Mark Schaefer’s new book Return On Influence (Affiliate link) but I thought to do some more research through my Google reader. I wanted to know who else in the blogosphere is talking about social scores.

As Mark Schaefer shows in his book how Audi uses social influencers to attract new customers. Audi invited top design, technology, and luxury influencers to test drive the new 2011 Audi A8 at targeted events and a few lucky winners were even awarded all-expense-paid weekend trips with the car. How does that sound to you?;-)

Bottom line is as I quote from Mark’s book:

For all the faults, social scoring systems represent a targeted, high-potential, and relatively low-cost way to create buzz about products, services, and brands through powerful niche influencer. That is revolutionary.

Many other bloggers write these days about social profiling too.

What is your experience with social scores? Are you getting obsessed with your Klout score? Do you think a higher social scoring is going to get you a better job?

I am very curious to know.

Below you find must reads about the topic and if you haven’t taken it serious by now you certainly will after reading. Please leave a comment if you have a great link to share which talks about social influence.

Jeremiah Owyang & Brian Solis from Altimeter Group:

http://www.web-strategist.com/blog/2012/04/25/how-%e2%80%98social-profiling%e2%80%99-will-work-in-the-real-world/

http://www.briansolis.com/2012/03/report-the-rise-of-digital-influence/

Wired magazine:

http://www.wired.com/epicenter/2012/04/ff_klout/

Jason Falls:

http://www.socialmediaexplorer.com/digital-marketing/the-problems-with-social-profiling/

Shelly Kramer:

http://therealtimereport.com/2012/05/16/running-an-influencer-campaign-with-klout-perks-heres-how-to-mess-it-up/

and  more:

http://www.marcensign.com/is-your-klout-score-proof-that-no-one-listens-to-you/ by @marcensign

http://smm4biz.com/2012/04/24/klout-kred-and-peerindex-are-influencing-social-media/ by @professorgary

My previous posts about this topic:

Book Review: Return On Influence by Mark W. Schaefer

UPDATE: My Klout Score

Claude Oggier

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UPDATE: My Klout Score

Last year I shared with you my Klout score of 18 and today I am happy to let you know that my score went up since then to 44.

Not only did I read & tweet more but more importantly I have connected my Klout profile with my Facebook, Google+, Linkedin profile

According to @klout I am a networker and I am influental about Internet Marketing, Social Media and Switzerland:

“You know how to connect to the right people and share what’s important to your audience. You generously share your network to help your followers. You have a high level of engagement and an influential audience.”

Bloggers you should follow:

  • @markschaefer – How a Blog Went From Zero to AdAge 100 in Nine Months? Ask Mark;-) Start reading his blog
  • @chrisbrogan – Learn How Human Business Works – Beyond Social Media. Get inspired
  • @cshirky – Clay Shirky tells you how change happens when people come together. Here comes everybody

How has your Klout score changed over the last 6-12 months and more importantly what have you changed?

Claude Oggier

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My Klout Influence Summary

I like to look up my Klout report from time to time because it helps me to get an idea of the people I am tweeting about most and about my Twitter style;-)

According to @klout, I’m influenced by: @Szetela @markwschaefer @chrisbrogan @cshirky @sengineland and I could not agree more.

  • @szetela – David founded Clix Marketing one of the few agencies paid according to their performance and he is Faculty Chair at Marketmotive
  • @markschaefer – How a Blog Went From Zero to AdAge 100 in Nine Months? Ask Mark;-) Start reading his blog
  • @chrisbrogan – Learn How Human Business Works – Beyond Social Media. Get inspired
  • @cshirky – Clay Shirky tells you how change happens when people come together. Here comes everybody
  • @sengineland – Search Engine Land is a must read hub for news and information about search engine marketing & optimization

How do you feel about your Klout score?

Do you have the information I should know about and I should start following you?

Let me know and I will be happy to take a look at your content.

Claude Oggier

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