21 July 2011<br />Private & Confidential | Copyright  2011 @ 121advisor<br />WEB REPUTATIONMANAGEMENT<br />Insurance 2.0 :...
Insurance 2.0 : Web Reputation Management<br />21 July 2011<br />Private & Confidential | Copyright  2011 @ 121advisor<br ...
Consumers have many CHOICES these days!Thanks to the Social Web…<br />21 July 2011<br />Private & Confidential | Copyright...
It could be disastrous…… if you’re not listening !<br />21 July 2011<br />Private & Confidential | Copyright  2011 @ 121ad...
It could be disastrous…… if you’re not listening !<br />21 July 2011<br />Private & Confidential | Copyright  2011 @ 121ad...
Brand Terrorist in the Social Web… if you’re not engaging and managing it !<br />21 July 2011<br />Private & Confidential ...
You need to be prepared…… prevention is better than cure !<br />21 July 2011<br />Private & Confidential | Copyright  2011...
“CONTAINER” INTHE SOCIAL WEB !<br />Private & Confidential | Copyright  2011 @ 121advisor<br />21 July 2011<br />
Confine and Manage the Damage… within a Contained Space !<br />21 July 2011<br />Private & Confidential | Copyright  2011 ...
Have Your Social Web Channels… confine and manage the noises !<br />21 July 2011<br />Private & Confidential | Copyright  ...
Key Considerations… to start your “Containers” !<br />21 July 2011<br />Private & Confidential | Copyright  2011 @ 121advi...
Start Early !
Secure your Identify !
Don’t leave it unsupported !
Plan First before You Start
Plan WHERE to do it – where your customers are !
Plan WHAT to put in – important information about you !
Plan WHO to champion it – Social Media Ambassador !
Train Your “Professional” or Use “Trained Professional”
Set Up correctly – e.g. FB page, not person or group
Manage correctly – e.g. marketing vs feedback page
Integrate correctly – avoid redundant effort</li></li></ul><li>LISTENING INTHE SOCIAL WEB !<br />Private & Confidential | ...
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Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

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Consumers have many platforms to voice their opinions on your products and services. You need to proactively listening out there, engage and converse with the consumers, and manage any grievance or negative sentiment fast to avoid brand damage - manage your Reputation online!

This Presentation was presented by Don Tan, Senior VP Business Consultancy of 121advisor Malaysia in its first Insurance 2.0 Seminar in Malaysia, organized by 121advisor and Webassurance.org.

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Insurance 2.0 : Engaging and Conversing Online - Web Reputation Management

  1. 1. 21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />WEB REPUTATIONMANAGEMENT<br />Insurance 2.0 : Engaging and<br />Conversing Online<br />By Don Tan, Senior VP<br />Business Consultancy<br />
  2. 2. Insurance 2.0 : Web Reputation Management<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 2<br />
  3. 3. Consumers have many CHOICES these days!Thanks to the Social Web…<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 3<br />Watch Intro Video at<br />http://www.youtube.com/watch?v=SQFQLQWgR7U<br />
  4. 4. It could be disastrous…… if you’re not listening !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 4<br />Unmonitored Issues<br />Unattended Problems<br />Unmanaged Grievances<br />Unexpected Outburst<br />
  5. 5. It could be disastrous…… if you’re not listening !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 5<br />
  6. 6. Brand Terrorist in the Social Web… if you’re not engaging and managing it !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 6<br />
  7. 7. You need to be prepared…… prevention is better than cure !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 7<br />ENGAGE<br />LISTEN<br />CONTAIN<br />
  8. 8. “CONTAINER” INTHE SOCIAL WEB !<br />Private & Confidential | Copyright 2011 @ 121advisor<br />21 July 2011<br />
  9. 9. Confine and Manage the Damage… within a Contained Space !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 9<br />confine<br />
  10. 10. Have Your Social Web Channels… confine and manage the noises !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 10<br />compliments<br />grievance<br />
  11. 11. Key Considerations… to start your “Containers” !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 11<br /><ul><li>Start Your Own or Support Your Fan’s
  12. 12. Start Early !
  13. 13. Secure your Identify !
  14. 14. Don’t leave it unsupported !
  15. 15. Plan First before You Start
  16. 16. Plan WHERE to do it – where your customers are !
  17. 17. Plan WHAT to put in – important information about you !
  18. 18. Plan WHO to champion it – Social Media Ambassador !
  19. 19. Train Your “Professional” or Use “Trained Professional”
  20. 20. Set Up correctly – e.g. FB page, not person or group
  21. 21. Manage correctly – e.g. marketing vs feedback page
  22. 22. Integrate correctly – avoid redundant effort</li></li></ul><li>LISTENING INTHE SOCIAL WEB !<br />Private & Confidential | Copyright 2011 @ 121advisor<br />21 July 2011<br />
  23. 23. Social Media MonitoringA Listening Tool<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 13<br />… and many more<br />
  24. 24. Key Considerations… to choose your “Listener” !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 14<br /><ul><li>Your Business Requirements
  25. 25. How Wide ?
  26. 26. How Extensive ?
  27. 27. How Critical ?
  28. 28. Your Resources
  29. 29. Trained Resources Availability
  30. 30. Insourcing or Outsourcing
  31. 31. Your Financial Budget
  32. 32. Monthly Software Costs
  33. 33. Insourcing vs Outsourcing Costs</li></li></ul><li>ENGAGING INTHE SOCIAL WEB !<br />Private & Confidential | Copyright 2011 @ 121advisor<br />21 July 2011<br />
  34. 34. Engaging and Conversing… be responsive and cool down the outburst !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 16<br />
  35. 35. Key Considerations… prepare to engage !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 17<br /><ul><li>Your Response Team
  36. 36. Establish a Team
  37. 37. Appoint a Champion – Social Media Ambassador !
  38. 38. Train them !
  39. 39. Your Operating Procedures
  40. 40. Define Individual’s Role clearly
  41. 41. Establish response processes : who, what, when, how ?
  42. 42. Prepare responses script / template (avoid pitfalls)
  43. 43. Your Contingency Plan
  44. 44. What if it exploded ? Get help !</li></ul>Watch Intro Video at<br />http://www.youtube.com/watch?v=XHXb1Cr7l9k<br />
  45. 45. 121advisorfor THE SOCIAL WEB<br />Private & Confidential | Copyright 2011 @ 121advisor<br />21 July 2011<br />
  46. 46. Start Early…… before it is too late !<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 19<br />ENGAGE<br />LISTEN<br />CONTAIN<br />
  47. 47. About 121advisor’s Social Media ManagementHow Can We Help … <br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 20<br />Social Media Consultancy<br />Social Channel Setup & Training<br />Social Network Marketing<br />Online Reputation Management<br />Social Media Outsourcing<br />
  48. 48. More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org<br />21 July 2011<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Page 21<br />
  49. 49. THANK YOU<br />Private & Confidential | Copyright 2011 @ 121advisor<br />Web : www.121advisor.com | Email : mail@121advisor.com<br />Tel: +60-3-7498-5212 | Fax: +60-3-7955-6363<br />Follow Us : Facebook | Twitter | LinkedIn | YouTube | Webassurance.org Blog<br />Address : Suite 1208, Level 12 Amcorp Tower, Amcorp Trade Centre, No. 18, Persiaran Barat, 46050 Petaling Jaya, Selangor<br />21 July 2011<br />
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