Social media today is the most important channel for customer relationship management on the internet, primarily because it allows for multidirectional communication where we can listen, speak, and spread our message in ways never before possible.
It is essential for us to develop an efficient strategy on social media that allows us to measure our efforts within it; below are 3 basic performance indicators that will help you:
Number of Fans or Followers
This is a quantitative value that summarizes your reach and your ability to spread messages, but do not forget that social networks like Facebook offer filters that limit this organic reach, favoring your advertising strategy.
Number of Interactions
The number of comments, retweets, and likes that a post receives favors your analysis of engagement return; the more interactions you obtain, the more engagement the content has, which is a good sign that you are on the right track.
Sentiment
This more detailed analysis goes far beyond interactivity; in this case, we are concerned with the user's sentiment during that interaction. We can classify these sentiments as positive, negative, or neutral. All social media analysis tools have manual or automated resources for this analysis, and all of them can generate excellent reports to support decision-making.