How Microsoft Xbox Uses Twitter to Reduce Support Costs

social media case studiesFor Microsoft’s Xbox support team, there’s no such thing as unwanted messages on Twitter – no matter how vulgar they may be.

So why is a $58 billion company spending time listening to off-color tweets?

Because “foul-mouthed tweens” just might be the first tip-off of a major service outage. Before any calls or emails come in, the support team can catch a tweet and get technical folks on the task.

This article reveals how the Xbox team relies on Twitter to reduce support costs.

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4 Ways to Measure Social Media and Its Impact on Your Brand

social media how toDo you know how social media is helping your business? Want to find out how Twitter, Facebook and other sites are impacting your brand awareness?

The good news is social media has finally made it to the grand stage of “accountability.” A place where there are lots of people who want to measure it. The bad news is there isn’t a single clear-cut answer.

However, with a few simple steps, you can build a measurement strategy that accomplishes your goals.

Defining Terms

To start, let’s agree that brand awareness is a measure of how recognizable your brand is to your target audience. For those looking to get ahead of the curve on social media measurement, the first step is to align your social media metrics with metrics your company is already comfortable with.

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How to Measure Social Media Marketing Performance

social media how toEarly efforts in social media marketing have created a tremendous amount of buzz and interest, but surprisingly few case studies focus on monetization.

A recent study by Ketchum and Nielsen shows the number-one activity of social media users (online or offline) is reading blogs – even above TV!

So it’s clear that social media is here to stay, and accountable programs must be created to deliver performance and ROI. Here are 3 steps to help you get started:

#1: Define Key Performance Indicators (KPIs) and Measure Against Them

In order to hold any marketing channel accountable, there first must be a framework of metrics that can be tracked, compared to a benchmark (industry or prior program performance) and analyzed over time.  Social channels are no different.  When looking to assign accountability to social programs, the first step is to define KPIs and measure against them.  The three key components to track are:

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