5 of the Best Tools to Track and Measure Your Domain’s Social Impact

No matter what type of business you own, it is definitely in your best interests to not only have a website but to also take the time to track your domain’s social impact. After all, a website alone no longer provides a strong enough Internet presence to push your site toward the top of Google’s search engine ranking. Additionally, without a positive and big social impact, you will end up missing out on a large percentage of your potential customers.

The best place to start is by selecting a domain name that is going to be easy to remember and spell, which is also highly descriptive of your business. In other words, if you have a law firm in Chicago, you might want to consider having ChicagoLaw as at least one of your domain names. Next, it is important to put certain key tools in place to help you ensure that you are getting the most out of your potential social impact.

1. Analytics


 Image by Yoel Ben-Avraham, via Flickr   

 Google Analytics are well-known and loved by website owners of all types because they can sync up with Google AdWords, they provide a lot of information for free and they can be linked into many enterprise software platforms that offer more robust tools. Analytics will give you a good snapshot of how many of your site’s visitors started on Facebook, Twitter or Google Plus, and this is a big piece of the social impact puzzle. Keep in mind that Google determines your site’s influential rating and search engine ranking in part by the links between your social media pages and website.

2. Tracking Your Social Media Popularity


Image permission by Nadja Shiller, Searchmetrics

Analytics will show you how many people visit your site after seeing a link on social media, but this is only one piece of the puzzle. Enterprise software such as the Searchmetrics Suite is able to truly capture the impact that your efforts are having on your company’s social media presence. Searchmetrics analyzes the performance of each social media site and provides useful tweaks for improving visibility, monitoring brand perception and optimizing your overall cross-network performance.

3. Increasing Your Overall Influence


Image by See-ming Lee, via Flickr   

As previously mentioned, Google ties your social media popularity into your domain’s overall influence score. So how can you boost this score without spending a lot of time and money? The answer is simple: utilize Klout to see real-time updates on your level of influence. Additionally, Klout suggests sharable content that is well-written and should be of great interest to the people within your social network. This is a good way to get your followers to share your content, which in turn will boost the total number of people who see your company’s name.

4. Discover Who is Talking About Your Company


Social Mention screenshot via Google search

Being able to track social mentions gives you a huge advantage. Placing an emphasis on this will give the ability to see how many people are engaged by your product or service, and you will have the opportunity to respond in a timelier manner to positive and negative comments. Instead of having someone spend a significant amount of time Googling your business name to find the latest posts, you can use Social Mention to see everything in one place. This tool will also tell you the overall strength, sentiment, passion and reach of all of the social posts that mention your company.

5. Determine How Impactful Your Twitter Accounts Are


It is common for businesses to run multiple Twitter accounts, but this makes it difficult to truly track their impact on your domain. TwitterCounter is a tool that takes care of this problem, and it also makes it easy to determine if your tweets are having the desired impact. An extra feature of this tool is that you can connect more easily with followers who have a high level of social media influence in order to more easily spread the word about your brand.

As you can see, there are many ways to track your domain’s overall social media influence. Fortunately, the five options listed above offer a nice combination of features, and they can even give you necessary information that will help you increase the power of your social media reach.


Holly's Picture 3Holly Chavez is a content creator and owner of a small online business. She turns to tools that track her domain’s social impact for meaningful statistics for her social media marketing. She also uses them as a part of the fundamental resources needed in order to push her website’s presence to the top of Google’s search engine rankings.


Social Customer Service Metrics: 3 Case Studies

Featured Image

photo credit: Flickr

How has marketing changed thanks to social media? Well, now 90% of customers are influenced by online reviews. Some companies cringe when they hear this: The decision whether to buy can come down to a good or bad Yelp review. And we all know some customers can be finicky, their opinions arbitrary and skewed. But some can be incredibly on point.   

Since so many people are influenced by consumer reviews, customer service is a new form of marketing. Customer satisfaction turns into word of mouth, word of mouth converts the potential customer.

Word of mouth/peer-to-peer marketing isn’t just happening via review platforms. It’s happening constantly on channels such as Facebook and Twitter, to name the major players. For that reason, social media listening, or monitoring, helps marketers and business owners understand more about the following:

  •         How people are talking about a brand – positive/negative sentiment
  •         Likes, dislikes concerning products
  •         Additional products or product modifications customers want  
  •         Complaints

The sheer volume of conversation going on allows businesses to analyze metrics and adjust customer service and marketing based on the numbers (i.e. number of negative posts about a product vs number of positive posts). Peer-to-peer marketing doesn’t exclude business-to-consumer social marketing—it runs alongside it.








We can learn quite a lot about what customers want, and what they like, from social media metrics. We can also learn from businesses who are doing this well. Here’s a look at some of the exemplars in different industries.

Five Guys

The burger franchise is all about social media for marketing and customer service. Through their efforts, Five Guys has one million followers on various channels, which has helped them open twelve-hundred locations worldwide. Online Marketing Specialist, Kenneth Westling, identifies three facets of the Five Guys social media campaign that contribute to its success:

  • Prioritizing customer service
  • Involving employees at home and abroad
  • Monitoring “engagement metrics” and “tailoring content based on what works for each social network audience”

Five Guys looks at posts related to brand and keywords and creates content based on what people are saying. Further, they use geo-locational data to zero in on marketing successes, product and service issues, and how people are feeling about unique campaigns around the world. They use Hootsuite to track as many types of hashtags about their company as possible and reach out to consumers on an individual level, talking with them, not at them.


The shipping company created a Customer Communications team to focus on, “Daily content and managing brand communications and reputation.” This team corresponds directly with a social customer service representative team, which reports to the overlying Social/Digital team. The Social/Digital team is more concerned with metrics and strategy. In terms of metrics, they measure the following:

  •         Conversation sentiment
  •         Engagement
  •         Organic audience growth
  •         Pull-through on Calls to Action

Their social customer service representatives work on responding to customer issues as quickly as possible. They get the most customer service inquiries on Twitter, then Facebook. They use social media to, “Serve as a barometer for customer concerns or business opportunities.” UPS’ efforts are an example of compartmentalizing different aspects of the social strategy, but integrating each team with the other.

Southwest Airlines

Southwest Airlines just landed on the list of Fortunes’ Top 50 Most Admired Companies. One reason is the companies’ practically legendary social media presence. Southwest’s “best practices” for social customer service include:

  •         Consistent engagement
  •         Timely action
  •         Genuine brand response

Southwest recently created a Listening Center, which they use to solve service issues, share information about their brand, and provide “one-contact resolution” to customers—which reflects their emphasis on personalization—they have teams devoted to each network and encourage flight attendants to post on social media when they find out about a customer’s special occasion.

As a take-home, here are five essential metrics to track:

  •         Engagement rate – amount of interest in a piece of content, divided by number of fans/followers
  •         Share of voice – your mentions vs those of a competitor
  •         Response time – amount of time it takes to respond to a query
  •         Response rate – percentage you responded to mentions
  •         Clicks – number of clicks

Any customer relationship management software can help you track these metrics. And ultimately, your social media campaign will benefit the more you listen.


Daniel_Matthewscropped_150x150Daniel Matthews is a freelance writer and musician from Boise, Idaho. In 2006, he earned his Bachelor’s Degree in English with a Creative Writing Emphasis from Boise State University. Throughout his twenties, Daniel worked as a Psychosocial Rehabilitation Specialist, a marketer, and a server. Last year he took the plunge and became a full-time writer. Daniel believes one of the most important, if not the most important aspect of modern business is the understanding and appreciate of diverse cultures. Please find him on Twitter.