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SOCIALMEDIA.ORG/SUMMIT2013ORLANDO
The one social number you
need to know
DAVID RABJOHNS
MOTIVEQUEST
DECEMBER 9–11, 2013
THE
YOU NEED
TO KNOW
DAVID RABJOHNS
O
N
ESOCIAL
NUMBER
SocialMedia.org
December 2013
Q. How can you best measure
social impact?
2006
NOT
BUZZ
SENTIMENT
INFLUENCERS
6©MOTIVEQUEST 4/18/2014
Undecided
64%
RELATIONSHIPS
7©MOTIVEQUEST 4/18/2014
PARTNERSHIP PYRAMIDTM
WE
LET’S SEE
ME
ME
• Pic of Emily in aus.
LET’S SEE
Initiate
• Emily on Bike
LET’S SEE
Experiment
• Tiamon
LET’S SEE
• Emily shower
LET’S SEE
LET’S SEE
WE
WE
16©MOTIVEQUEST 4/18/2014
RELATIONSHIPS
17©MOTIVEQUEST 4/18/2014
      
18©MOTIVEQUEST 4/18/2014
NETFLIX’S 2011 MELTDOWN
Don’t let measuring get in the way of understanding.
0
5,000
10,000
15,000
20,000
25,000
30,000
NETFLIX
ADVOCACY
ANNOUNCEMENT #1:
Sentiment plummets
ANNOUNCEMENT #2:
Sentiment plummets
19©MOTIVEQUEST 4/18/2014
BRAND ADVOCATES VS. THE BLOODTHIRSTY MASSES.
“I pay $27 now for Netflix and it's
worth every penny. Heck, it's worth
more than that and I could swallow
another price-hike for the value it
provides.”
-- Netflix Lover
20©MOTIVEQUEST 4/18/2014
50% 50%
ADVOCATES TO DETRACTORS
Love doesn’t mean absence of negatives
Source: MCD Advocacy 2013
1/1/2012-12/31/2012
and other MQ Studies
Advocates
Detractors
Source: MCD Discussion1/1/2012-12/31/2012
21©MOTIVEQUEST 4/18/2014
0%
2%
4%
6%
8%
10%
12%
14%
1 2 3 4 5 6 7 8 9 10 11 12
Share of Market
Share of Advocacy
SHAREOFADVOCACY&SALES
THE HEART DRIVES THE HEAD
22©MOTIVEQUEST 4/18/2014
-0.565
0.644
1.1
-0.80
-0.60
-0.40
-0.20
0.00
0.20
0.40
0.60
0.80
1.00
1.20
Q3 2009 Q3 2010 Q1 2011
SPRINT NET ADDS IN MILLIONS
Source: http://www.strategyanalytics.com/
Saved or new users: 2.31m1
Av. Revenue per user $582
Incremental Revenue $133.98m
COVERAGE
MODELS
CUSTOMER SERVICE
The most strongly impassioned conversations
about carrier loyalty were about customer
service,models and coverage.
Advocatepassion
CELLULAR RELATIONSHIP
23©MOTIVEQUEST 4/18/2014
BRAND RELATIONSHIP MATRIXTM
Helps map where you are and where to go next
Brand B
Brand C
Brand D
Brand E
Brand F
800
600
200
0
400
2,000 4,000 6,000 8,000
ME AND LET’S SEE
WE
Brand A
Activate advocates
Convert to advocacy
Attach to passion
24©MOTIVEQUEST 4/18/2014
PARTNERSHIP PYRAMIDTM
WE
Brand
advocates
LET’S SEE
Unprompted brand mentions
Content creation (YT videos, Pinterest pics)
Text-based commentary in response to brand
Facebook posts
ME
Facebook likes on brand posts
Re-tweets of brand mentions
Comments on YT videos
Brand Facebook page likes
Brand Twitter handle followers
Followers on Pinterest, YouTube, Twitter
25©MOTIVEQUEST 4/18/2014
BENCHMARKING CAMPAIGNS
CAMPAIGN 1
900
26,000
120,000
CAMPAIGN 2
3,400
29,000
50,000
WE
Brand
advocates
LET’S SEE
Unprompted brand mentions
Content creation (YT videos, Pinterest pics)
Positive commentary in response to brand
Facebook posts
ME
Facebook likes on brand posts
Re-tweets of brand mentions
Comments on YT videos
Brand Facebook page likes
Brand Twitter handle followers
Followers on Pinterest, YouTube, Twitter
26©MOTIVEQUEST 4/18/2014
Q. How can you best measure
social impact?
27©MOTIVEQUEST 4/18/2014
MOVE FROM
ME TO WE.
28©MOTIVEQUEST 4/18/2014
WHAT KIND OF PARTNERSHIP ARE YOU GOING TO BUILD?
29©MOTIVEQUEST 4/18/2014
MOTIVEQUEST
David Rabjohns
drabjohns@motivequest.com
@MotiveQuest
www.motivequest.com
SOCIALMEDIA.ORG/SUMMIT2013ORLANDO
Learn more about past and
upcoming events
DECEMBER 9–11, 2013
SOCIALMEDIA.ORG/EVENTS

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