Posts Tagged ‘ROI’

Outdoor Retailer, The Recession and ROI

Let’s start with this. Many of us have been going to OR for 20 years or more. A lot of business has been done. Thousands of relationships established. And many good times had. The Show remains relatively healthy despite the economy’s downturn. 

Now, let’s address the new situation. Winter Market was not full. Tens of thousands of square feet lay vacant. Everybody, even the best friends of the Show, knew that the announced 5% decrease in attendance was a joke. 

Many retailers did not come to Salt Lake City due to travel costs, and the simple fact that they don’t need to come to the show. Why? Reps will gladly come to their stores and present the lines. In fact, reps have been on the road showing the lines to both retailers who attended the Show and retailers who didn’t. 

Media is also cutting back so coverage is thinner. 

Consolidation is another force at work. The larger manufacturers continue to buy the smaller brands in hopes of filling holes in their product offerings. Often the larger manufacturer is seen as not authentic in a certain area, and thus the bucks fly.                                                                                                                

Retailers are also in the act, buying up smaller retailers to either eliminate competition or expand into other geographic areas, or both.

What does this consolidation mean? It means a chance for manufacturers to cut down on booth space. It also means a chance to scale back on the number of people going to the show, which both brands and retailers are doing.

Just last month that very conversation about booth space took place at one company that had purchased a smaller brand. Should we consolidate into our booth, but give them their own identity? Or should we continue to have that brand autonomous and have them keep their booth space?  Well, dollars and cents will settle that debate.  And that probably means consolidation into one booth. 

Another company opted out of WSA. It figured that each rep appointment with retailers would cost the company $1,000. No way to recoup those costs. 

Trek and Specialized have pulled out of Interbike. Cannondale did too and used the savings to bring retailers to the factory for several days of hands-on product introductions, business discussions in a calm setting, and entertainment. 

One of the largest line items in any manufacturer’s budget is Outdoor Retailer. OR charges a lot. And it says it delivers a lot. And it does. Show starts on time. Runs smoothly. Great programs. So far, the value falls on the side of OR. However, during a recession hosting a smaller group of retailers and presenting empty space or the perception of empty space means trouble. That leads to further examination of the return on investment. With a dwindling return comes manufacturer and retailer defections and that eventually will lead to failure, ala NSGA and the Super Show. 

OR needs new excitement. New energy. It needs to update and expand the business model and increase the return on investment…for everyone. 

We present that idea next time on Channel Signal.

Paul Kirwin

Paul Kirwin, Founder and CEO of Channel Signal

Starting an ROI for New Media

As I’ve written in this blog, new media will die if an ROI is not attached to it. In this environment, it is not good enough to tell prospects that their brands must engage in the online conversation because it’s the “new marketing thing.” CEO’s will ask the question, “what is our strategy behind all of these conversations?” And that answer better have something to do with sales.

So, let’s start with some basics. I am borrowing some thoughts from Connie Bensen, Community Manager for Techrigy and a good brain on the subject. 

using-social-media-monitoring-to-show-roi

I’m adding my thoughts for outdoor recreation companies who are considering moving into new media. Okay, let’s start.

1. Compare Your Brand with Competitors who are more established in New Media than you.  Using a new media monitoring device, measure a close competitor against your brand. If that competitor is getting more positive buzz, then you can assume that you may be at a competitive disadvantage.

2. Begin by Establishing a Baseline. Again, using a new media monitoring tool you can measure a competitor’s performance by breaking up the data into key areas such as brand perception, product acceptance and customer service performance. How? By breaking down each area into the number of online conversations a competitor is having with consumers. 

    Now we set a value. The estimated total cost of implementing your new media program is divided into the key competitor areas; brand perception, product acceptance and customer service. You divide again by the number of competitor conversations in each area to attain a cost per contact. Let’s just throw out an example using some out-of-the-air numbers for customer service.

  • 1000=your monthly cost in dollars of implementing new media customer service
  • 200=the number of online consumer conversations a close competitor is having on a monthly
  • basis
  • 5=your cost in dollars per conversation. This is your baseline for customer service.

3. Set Your Company Goal. Using the baseline of $5 a conversation set your customer service goal by approaching it from the number of conversations you hope to make.

  •     5= cost in dollars of each online conversation
  • 200= competitor conversations a month
  • 150= your goal in conversations in the first 30 days. 

This means your ROI in customer service will be -$250 for the first month. (-50 calls below the baseline X $5= -$250.)

4. The ROI. Measure all performance areas in 30, 60 and 90 days.  Remember your goal should be going up each month because your conversations will be going up. Your baseline, for this 90 day period, remains the same. Set up a graph and measure the difference between the baseline and your company goal. The difference is the start of measuring return on investment.

Okay, let’s be clear. In new media an increase in conversation volume will need to result in an increase in sales volume. When a company establishes a 5% increase in conversation volume over the competition, then does that result in a 5% increase in sales? Don’t know. Let’s find out.

Paul Kirwin

Paul Kirwin, Founder and CEO of Channel Signal