‘Remember me’: Tell a story with your metrics and prove social media ROI

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What You’ll Learn:: 

As more and more communicators scramble to provide proof that their efforts are working, how can you—and should you—attribute value to the work you’re doing in social? John Young, social business advisor for Southwest Airlines, will give you a glimpse of how a large brand looks at ROI in social media through strategic metrics and help youto show value within various aspects of social media. Put together smarter ways of measuring success that can help you tell a story, evaluate your successes and stay on track (or adjust if you’re falling short).

You’ll learn:

  • How to use your metrics to show the value of social media
  • What benchmarks to use in evaluating the competition
  • Ways to drive toward measurable goals that impact the business
  • New metrics that can play a role in justifying social media’s work
  • How to improve your sentiment reporting with a more robust sentiment philosophy and metrics
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Broadcast: 
March 2020
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Presenter bio: 

John Young is a social business advisor for Southwest Airlines. His role focuses on providing strategic guidance and recommendations for Southwest's social customer care and Listening Center. Before coming to Southwest, Young was a social media strategist for AT&T. He drove the strategy and buildout of social customer care and social tools and developed AT&T's custom social media command center.