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Service Thinking Influencer Metrics
Presented by
Jerrica NaitoLuca Di Cocco
Raivis Kampenuss
Key Topics
● Intro of Service Thinking
● Influencer marketing
● Ecosystem dashboard
● Influencer Metrics Model
What is Service Thinking?
The design and orchestration of service systems to deliver enhanced customer experiences and improve the achievement of customer goals.
Source: CVC Group, LLC for Hult International Business School
What is Influencer Marketing?
● It is influencing people to like, to trust, to buy, etc. by others who are called the influencers;
● Nowadays, it is mostly done through the internet with the outset of different social media platforms; and
● There are different types of influencers.
Increased Revenue - the number of sales generated by placing an advertisement on Facebook
Metrics - Likes, comments, coded tabs to meet your goals
Tools - Insights, Embedded codes linked to companies’ databases
Metrics - Likes, comments, coded tabs to meet your goals
Metrics - Likes, comments, coded tabs to meet your goals
Tools - Insights, Embedded codes linked to companies’ databases
Tools - Insights, Embedded codes linked to companies’ databases
Customer Retention - the number of how many satisfied existing customers
Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities
Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org
Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities
Metrics - Unique views on LinkedIn, Hashtags on Twitter , online communities
Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org
Tools - Marketingexperiments Optimization Group Dashboard, Hashtag.org
Flow of Information, Shared Knowledge and Feedback foster Co-Elevation
Innovation, P/S feedback, training, shared knowledge
New P/S kickoff, reliable information, customer support, customization
# blogs, articles, updates, P/S first-hand news, comments
# updates, training sessions, surveys
# feedbacks, customer supports
Customer engagement, updated contents for readers
# readers, potential customers
Web Analytics, sales growth, search engine
ranking, # links
P/S awareness & sales, brand equity & social mention via most valuable influencers, P/S feedback, value proposition effectiveness, customer loyalty, design process
YouTube, Slideshare, Chatter, Jive, IBM
Connections
SAP, Salesforce, Facebook, Twitter, analytics tools
Web Analytics
Enhanced reputation, traffic, visibility, quality, up-to-date information
Co-Evolution by Crowdsourcing through Gamification Mechanics
Rewards to players and
content
Rewards to players and
ideas
Rewards to players
# of blogs and Tweets, value and quality indicators of
outcomes
# of videos and slides, value and quality
indicators of outcomes
# of ideas, players, time online, value and quality indicators of outcomes
Bunchball Nitro Analytics
Use of game mechanics to engage users and obtain
ideas and insights
Badgeville Solution Dashboard
Bunchball KPIs
Influencer Metrics Model
BUSINESS
PARTNERSCUST
OMER
S
PRESS
ORGANIZATION
Influencer Metrics Model
BUSINESS
PARTNERSCUST
OMER
S
PRESS
IBM
INFLUENCEES