Our new Customer Care Module includes the Klout score of anyone that sends you a message on social media! The score is a number from 0 – 100 that reflects a user’s influence online across platforms. Influence is determined by the number of people that see content you share across eight networks – Facebook, Twitter, Google +, LinkedIn, Wikipedia, FourSquare, and Instagram. The score isn’t an average, it’s accumulative, and evaluated over the previous 90 days of online activity. Here’s a description from Klout.com about their algorithm for determining the score:
The majority of the signals used to calculate the Klout Score are derived from combinations of attributes, such as the ratio of reactions you generate compared to the amount of content you share. For example, generating 100 retweets from 10 tweets will contribute more to your Score than generating 100 retweets from 1,000 tweets. We also consider factors such as how selective the people who interact with your content are. The more a person likes and retweets in a given day, the less each of those individual interactions contributes to another person’s Score. Additionally, we value the engagement you drive from unique individuals. One-hundred retweets from 100 different people contribute more to your Score than do 100 retweets from a single person.
The Klout score is great for brands that are ditching traditional marketing online and targeting influencers instead (see our article on Cathay Pacific‘s success). A strong score means that someone is great at getting their messages and content seen by others in their networks. People trust recommendations more than any other form of advertising, and that’s exactly what using influencers is doing in your marketing strategy. If you receive a message from a customer with a high Klout score, you can engage with them and see if they’re right to incentivise as an advocate of your brand within their networks.
In the Customer Care module ZoomSphere automatically adds the Klout score to the CRM card created when you receive a message. You’ll see it to the left of your customer’s name.
We’ve made it easy to identify influencers that can help grow your brand across social media. Check the Klout scores of your customers by signing up to ZoomSphere here.