The document discusses measuring the success of social networking and word-of-mouth marketing. It suggests that while most CEOs believe customers love their products, only a small percentage of customers actually agree. It then presents the Net Promoter Score as a method to track how many customers would recommend a product to friends through asking a single question, in order to better measure word-of-mouth and social networking impact. The Net Promoter Score produces a clear measure of a product's performance based on consumer feedback.

1. Measuring social networking

2. So you know that the corporate website is where good content goes to die .

3. and you have your engagement strategy… © Daemon Group 2008

4. and you’re following the seven point plan…

11. … but how?

12. Social networking drives word of mouth…

13. … word of mouth drives increased unit sales…

14. … is measuring word of mouth a measure of social networking success?

15. 80% of CEOs believe their customers love their products… yet only 8% of their customer’s agree with them.

16. Satisfied customers tell their friends about their experiences…

17. … but how many people do they tell through a social network?

20. Net promoter score (NPS) 1 2 3 4 5 6 7 8 9 10 Detractors Passives Promoters Likelihood to recommend % promoters minus % detractors = net promoter score