Vous analysez les indicateurs des médias sociaux. Comment faire le lien avec le comportement réel des clients ?

To truly connect social media metrics with customer behavior, think of likes and shares as clues, not conclusions. They’re surface-level signals; the real gold lies in understanding why people engage. Are they just clicking, or are they genuinely connecting? Dive into the sentiment and context behind the actions, and you'll find the metrics that matter.

This can be done by combining social data with more comprehensive customer data, drawing meaningful insights from multiple sources, and understanding how social engagement translates into real-world actions. Align Tasks with Business Objectives Focus on High-Impact Projects: Prioritize tasks that directly contribute to business objectives, such as increasing revenue, improving customer retention, or optimizing marketing campaigns. Understand Stakeholder Needs: Communicate with key stakeholders (e.g., marketing leaders, sales teams) to identify their most pressing concerns and align your priorities accordingly

Añadiría que el "online" convive con el "offline" y ahí entra la disciplina shopper marketing, donde aplica el "path to purchase" mencionado, pero además, hace sentido realizar análisis de observación participativa para ir reconociendo cómo contrasta lo visto online con la vida real. No dejemos de lado lo que sucede en los puntos de venta, recordemos que la "publicidad promete y el punto de venta entrega", ahí tenemos mucha información para recopilar y analizar.

By mapping the path customers take from initial awareness to purchase or conversion, you can identify key touchpoints where social media plays a role and optimize your strategies accordingly. - Mapping the Journey: Visualize the customer's path from initial awareness to purchase or conversion, identifying touchpoints and interactions across different channels, including social media. - Attribution Modeling: Determine the relative contribution of various marketing channels, including social media, to customer conversions. - Analyzing Customer Behavior: Track customer interactions on social media, such as clicks, shares, and comments, to understand their engagement patterns and preferences.

Integrate Social Media Data with Other Channels: Use tools like customer relationship management (CRM) systems, website analytics, and email marketing platforms to integrate social media metrics with other customer touchpoints. This allows you to see how social engagement (likes, shares, comments) translates into actual actions such as website visits, purchases, or customer service inquiries. Use UTM Parameters: Apply UTM tracking codes to links shared on social media platforms. This helps track how social media interactions directly influence website visits, conversions, and downstream customer actions

Qualitative data provides a more comprehensive view by capturing the subjective perspectives and emotions of individuals. - Surveys and Interviews: Directly engage with customers to understand their thoughts, feelings, and motivations behind their social media interactions and subsequent actions. - Focus Groups: Gather insights from a group of customers to uncover common themes and patterns in their behavior. - Social Listening: Monitor online conversations to identify key topics, sentiment, and customer pain points. - Customer Support Interactions: Analyze customer inquiries and feedback to understand their experiences and needs.

By setting clear goals and tracking conversions, you can quantify the impact of your social media campaigns and make data-driven decisions. - Setting SMART Goals: Define specific conversion goals aligned with your business objectives, such as website visits, leads generated, or purchases made. - Implementing Tracking Tools: Use analytics tools to track website traffic, user behavior, and conversions attributed to social media campaigns. - Analyzing Conversion Data: Evaluate the performance of social media campaigns based on conversion metrics, such as click-through rates, conversion rates, and return on investment.

Track conversion funnel progression Measure how customers move through the conversion funnel after engaging with social media. For example, if a customer clicks on a social ad and views a product page but doesn’t convert, you can optimize retargeting strategies based on their behavior

In my experience, one needs to get actionable insights from every analysis that’s worked upon. To start with: - Understand customer metrics on social media platform - Analyse consumer touch points as part of their journey - Analyse qualitative metrics to understand brand loyalty and identity. And quantitative metrics like conversation and retention rate - Test scenarios as per analysis - Iterate strategy and track performance