Social Business Return on Investment
Examples
Collated by Peter Kim [1]:
"here are 101 examples of social business return on investment, roughly 60% revenue generation and 40% cost reduction. Each example lists brand, activity, and source + year."
The first 50:
1. Aflac. Community drove online payments increase of 3% led to $95,000 in savings. (Lithium Technologies, 2011)
2. Alberta Common Wealth Credit Union. Blog, YouTube, Facebook - 2 million impressions, 2,300 new accounts, and $4 million Canadian in new deposits. (Forrester, 2008)
3. AT&T. Community: 21,000 customer issues resolved, driving 16% improvement in call deflections year/year. (Lithium Technologies, 2011)
4. Audi. Audi A1 Community: Almost 40,000 people created customized versions of the new model. In total 5.5 million people visited the microsite 119 million times. And the company reports that this program helped generate the largest number of car pre-orders in its history. (Forrester, 2010)
5. Bank of America. Community drove High School segment sales increased 40 percent from 2008 - 2009; portfolio mix of high school students increased by 27 percent. (Communispace, 2010)
6. Benefit Cosmetics. Customer generated content drives 10X click-thru rate on “Buy Now” button. (Bazaarvoice, 2011)
7. Best Buy. Community generates $5M value in annual support savings and sales advocacy. (Lithium Technologies, 2011)
8. Blendtec. Viral videos increased company sales +700%. (Barnraisers, 2010)
9. Bonobos. 13 times more cost effective (CPA) to acquire a new customer from Twitter than from other marketing channels. (Twitter, 2011)
10. Bonobos. Exclusive sale on Twitter generated 1,200% ROI in 24 hours on promoted tweet. (Twitter, 2011)
11. Bupa. Community drove £190,000 savings through collaboration, online events. (Jive Software, 2011)
12. Burberry. Social microsites secured 1,000,000 fans and a 10% increase in same-store sales. (Barnraisers, 2010)
13. Burger King. Subservient Chicken video increased chicken sandwich sales 9% per week a month after launch. (Adweek, 2005)
14. CDW. Online community member Net Promoter Score 4x average and saved an estimated $4 million. (Communispace, 2007)
15. Cerner. Community resulted in 13% fewer customer support issues logged. (Jive Software, 2011)
16. Cerner. Community resulted in 70% decrease in internal HR issues logged. (Jive Software, 2011)
17. Cerner. Community resulted in shorter approval cycles for writing technical documentation, from 2-6 weeks to hours or days. (Jive Software, 2011)
18. Charles Schwab. Customer referrals drive 40% of new customers for Charles Schwab (ratings & reviews). (Bazaarvoice, 2011)
19. Charles Schwab. Online community drives 56% increase in Gen X customer base versus year ago. (Communispace, 2007)
20. Cisco. Community deflects 120,000 support cases each month. (Lithium Technologies, 2011)
21. ConAgra Foods. Online community insights-based events produce a 24% higher gross margin ROI for retailers than other events. (Communispace, 2010)
22. Dell. @DellOutlet on Twitter generated $2 million direct sales, influenced $1 million addt'l (2007 - 2009). (Direct2Dell Blog, 2009)
23. Domino's Pizza. Foursquare drove 29% pre-tax profit through promotions. (Barnraisers, 2010)
24. Electronic Arts. EA was 2nd UK brand to use promoted tweets and trends to promote FIFA 12 video game. Trend engagement level was 11%, well above Twitter’s average ‘benchmark’ for trends, of 3% to 6%. Promoted tweet engagement averaged 8.3% over two-week campaign vs. Twitter benchmark of 1.5%. (Marketing Magazine, 2011)
25. Elsevier. Wiki drives 80% reduction in interdepartmental e-mail volume. (Socialtext, unkn)
26. Epson. Visitors interacting with reviews are 67% more likely to convert and have 25% higher average order value. (Bazaarvoice, 2010)
27. Epson. Reviews drove 98% higher revenue per visitor for Epson. (Bazaarvoice, 2011)
28. FICO. Community: 850k customers served, resulting in 10% improvement in call deflections annually. (Lithium Technologies, 2011)
29. FICO. By year three, forum members spend 41% more on products. (Lithium Technologies, 2011)
30. FONA International. Wiki eliminated almost 50,000 e-mails a year from one specific process. (Socialtext, unkn)
31. Ford. Fiesta Movement WOM campaign: 31,000 pieces of original Fiesta content and 10,000 online vehicle reservations. (WPP Team Detroit, 2010)
32. giffgaff. 100% of questions answered by community members in average time of 93 seconds. (Lithium Technologies, 2011)
33. Gilt Groupe. Online community insights drove 10% increase in shopping cart conversion and a five-point increase in Point-of-Sale Net Promoter Score. (Communispace, 2011)
34. Hershey's. House party: 10,000 parties, reached 129,000 people, and say their campaign was seen by 7 million people. (Forrester, 2008)
35. Honda. Friending Honda campaign increased Facebook fans from 15k to 422k, generated over 3,500 dealer quote requests. (RPA, 2010)
36. HP. More than 4.6 people have told HP that the forum solved their support issues, which HP says makes customer happier and saves the company millions in support costs. (Forrester, 2010)
37. IBM. developerWorks community saves $100 million annually from people who use this resource instead of contacting IBM support. (Forrester, 2010)
38. IBM. Crowd-sourcing identified 10 best incubator businesses, funded for $100 million, generatiung $100 billion in total revenue for a 10-to-1 ROI with a 44.1% gross profit margin. (Barnraisers, 2010)
39. IHG. Saved the costs of stock footage or original photography and agency fees by using community member photos. (Communispace, 2009)
40. Indium. Company blogs increased B2B leads, prospects, conversions and sales by double digits. (Barnraisers, 2010)
41. Intuit. Internal collaboration platform: New ideas at Intuit now get to market in an average of 5 months, vs. 13 months previously. (Forrester, 2010)
42. Intuit Quickbooks. Business owners engaged with rated ProAdvisors 555% more often than unrated counterparts. (ratings and reviews). (Bazaarvoice, 2011)
43. Jewelry TV. Reviews drive a 151% lift in site conversion for Jewelry TV. (Bazaarvoice, 2011)
44. Jewelry TV. Average order value increased 25% when reviews were present (ratings and reviews). (Bazaarvoice, 2011)
45. Jewelry TV. Customer reviews boost mobile sales by 30% (ratings and reviews). (Bazaarvoice, 2011)
46. Justin Boots. Exceeded sales goal for new product line by 30 percent, 95% of sales from social media marketing. (Social Media Explorer, 2010)
47. Kiddicare. 30% reduction in inbound customer communications and first call resolution increased from 60% to 98% via sCRM solution. (GetSatisfaction, unkn)
48. Kotex. 1.7 million Web site visits, 17,500 tweets about Kotex, 25,000 Kotex discussions in the social space generating 88.5 million impressions, a million girls "activated" on the brand site, 93,000 Likes, and 640 million impressions in major print, broadcast, and online channels. 750,000 people requested samples and these converted at a 42% rate. (Forrester, 2010)
49. L'Oreal. Facebook tools for local salons drive incremental $4,000 via program. (Mediapost, 2011)
50. La-Z-Boy. La-Z-Boy captures 13,000 new leads with comfort stories campaign. (Bazaarvoice, 2011)'
More at http://www.beingpeterkim.com/2012/01/social-business-roi-examples.html