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Future of Reputation - Rajesh Lalwani, blogworks at the IndiaSocial Summit 2012
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Future of Reputation - Rajesh Lalwani, blogworks at the IndiaSocial Summit 2012

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Rajesh Lalwani’s presentation on the Power Panel: Future of Reputation at the IndiaSocial Summit 2012

Rajesh Lalwani’s presentation on the Power Panel: Future of Reputation at the IndiaSocial Summit 2012

Published in: Business, Technology

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  • 1. Helping createbrands for thefuture Where: IndiaSocial Summit 2012 What: Future of Reputation When: 4 April 2012 April 10, 2012 | All content copyright
  • 2. Ironies of ourtimes 2
  • 3. Ironies of ourtimes  It’s the powerful who are vulnerable 3
  • 4. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah 4
  • 5. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt 5
  • 6. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right 6
  • 7. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome 7
  • 8. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome 8
  • 9. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome  You will be judged for your virtual actions too 9
  • 10. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome  You will be judged for your virtual actions too  Sometimes only for your virtual actions 10
  • 11. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome  You will be judged for your virtual actions too  Sometimes only for your virtual actions • In that lies a big paradox of future of reputation – Perceived actions could help create virtual reputations 11
  • 12. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome  You will be judged for your virtual actions too  Sometimes only for your virtual actions • In that lies a big paradox of future of reputation – Perceived actions could help create virtual reputations 12
  • 13. Ironies of ourtimes  It’s the powerful who are vulnerable • Omar Abdullah • Barkha Dutt  Whoever speaks first is deemed right • Revolving door syndrome  You will be judged for your virtual actions too  Sometimes only by your virtual actions • In that lies a big paradox of future of reputation – Perceived actions could help create virtual reputations  Transient impact on reputation? 13
  • 14. Drivers ofreputation Drivers of reputation- Harris-Fombrun model Vision & Leadership Emotional Products & Connect Services Reputation Financial Community Results Work Environment 14
  • 15. Drivers ofreputation Hard business focus Vision & Leadership Emotional Products & Connect Services Reputation Financial Community Results Work Environment 15
  • 16. Drivers ofreputation Soft focus Vision & Leadership Emotional Products & Connect Services Reputation Financial Community Results Work Environment 16
  • 17. The future ofreputation The A, B, C of reputation
  • 18. A Authenticity = Do you do what you say?
  • 19. Nike – Girl effect 19
  • 20. 20
  • 21. B Big data = Dorothy
  • 22. Source: Radian6Volume 12,000 10,675 10,000Data shows the volume trend for 8,000all the mentions on Twitter for4 January to 19 January, 2012 6,806 6,000 4,000 2,000 1,281 0 Company A Company B Company C 22
  • 23. Sentiment 100% 4% 13% 15% 90% 16% 8% 80% 11% 5% 70% 19% % variance = (+/- ) 1 60% Positive Sample size: 600 mentions Somewhat positive Channel: Twitter.com 50% Neutral Somewhat negative 40% 75% 74% Negative 30% 59% 20% 10% 0% Company A Company B Company COverall, users shared negative sentiments for network and services across all the brands followed by customerservice. 23
  • 24. Source: Radian6 Conversation break-up 100% 90% 80% 51% 54% 70% Network and services 68% % variance = (+/- ) 1 60% Customer service Sample size: 600 mentions Channel: Twitter.com 50% Brand communication and advertisement 40% Tariffs and offers 28% 30% Website and online payment 42% 14% 20% 5% 19% 10% 13% 3% 3% 0% 1% 2% 2% Company A Company B Company CNetwork and services was the most talked about category and lack or insufficient network was the mostdiscussed topic across the brands. Longer response time, inadequate customer service and inability to resolvecustomer issues were the most discussed topic in the ‘Customer service’ category. 24
  • 25. Source: Radian6 Big data Sentiment change over time 20 16 25 16 27 15 17 11 1 100% 90% 80%Note: Sample size: 148 70% 60%Reviews 69% 72% 71% 60% 75% 81% 78% 91%* Q4 has Oct 2011 data only 50% 100% 40% 30% 8% 6% 20% 0% 40% 10% 25% 25% 20% 19% 22% 24% 9% 0% 0% Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 * 2009 2010 2011 Positive Neutral Negative 25
  • 26. C Community
  • 27. Community Sparktherise.comSpark the Rise is aplatform where “projectchampions” can submitprojects in 5 categoriesand where volunteerscan get involved to helppeople Rise.The 5 categories are :TechnologyInfrastructure &TransportationEnergyAgriculture & RuralDevelopmentSocial Entrepreneurship(includes Health,Education, Arts &Culture, Sports andEnvironment-relatedfields) 27
  • 28. Thank you Blogworks.in