Social media can drive value at all stages of the customer journey. It’s important to understand which metrics to focus on, based on your wider objectives.

While the metrics on key social media platforms are very similar – likes, comment etc – their meaning and ultimate value are not directly comparable.

This infographic gives you a simple overview of the metrics you should be referencing at each stage of the customer journey.

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For instance, a like on Instagram happens in a different context, via a different interface and for different reasons than a like on Facebook.

Similarly, off-platform metrics such as ‘traffic’ and ‘conversions’ are hard to compare between platforms, as their ecosystems work in different ways to retain users.

Consequently, while you can aggregate your social results into categories (reach, engagement etc), make sure to keep them separated too.

Above is broad hierarchy for categories of engagement

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Join the discussion

Which types of social media interactions do you most commonly use in your personal life and why? e.g. Do you share content with your friends? Comment on posts? Retweet videos? Compare your answers with other learners and don’t forget to like and reply to other comments.

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