Measuring the Value of Relationships
Okay, so our thought experiment begins with a central premise—that you can quantify the value of a relationship based on six factors:
- IPRF—This is the “Individual Potential Relationship Factor” and represents the number of connections the relationship has in the digital world through various social networks. There are two elements to this factor. First is the actual number of connections (say 300 on Twitter). Second is the weight that any given social network has for your organization (Twitter may be 40% important while Facebook is 60%).
- AF—This is the “Attention Frequency” and represents the number of interactions the individual has with your organization through both social media and non-social media (i.e., blogs). This is purely a factor of activity and doesn’t give any preferential weight to specific keywords, etc.
- IA—This is “Interaction Amplitude” and represents the depth of the individual interactions a relationship has with you. Depth illustrates not only multiple interactions in a given conversation but also the “thoughtfulness” of individual responses. This factor can take into account keywords and ascribe a weight to them against which to evaluate the responses; the equation example we provided below doesn't do this.
- IS—This is “Influencer Score” and represents a score from a common service like Klout or Kred.
- Sentiment—This represents if the AF and IA factors are negative or positive thereby shaping the resulting value. We added this factor after the book was published.
- N—a generic factor with a respective weight that can be organizational specific (like number of phone calls or emails sent and). We wanted to make the algorithm supremely flexible so we included a factor that can be customized.