Measures how much a customer influences the behavior of other customers through recommendations on social media.

It’s often referred to as a “social influence score” (or “customer influence score”), which quantifies the extent to which one customer’s recommendations on social media affect other customers’ behaviors. In practice, companies calculate this score by combining several data points such as: • The customer’s reach (number of followers or network size) • Engagement rates (likes, shares, comments, and other interactions) • The virality or spread of posts (how many people reshare or react to the recommendation) • Conversion metrics (how many recommendations lead to actual purchases, sign-ups, or other desired actions) Some organizations also incorporate network analysis metrics (such as centrality measures, including PageRank, betweenness, or eigenvector centrality) to see where the customer fits within the social network and how influential their position is. Overall, by analyzing these factors, you arrive at a score that represents how effectively a customer acts as an influencer or brand advocate in the social sphere.