MANAGING YOUR BRAND‟SREPUTATION ONLINEON THE EDGE BRISTOL – 2012Samantha Noble (@Koozai_Sam)
WHAT IS A   “It is not whatBRAND?      you say it is”            “It is what they                say it is”               ...
REPUTATIONMANAGEMENT
MY HOLIDAY EXPERIENCECompleted OnlineComplaints Form;        Waited 5 MoreWaited 10 Days for    Days; No Response   a Resp...
Social MediaCARE         TelephoneABOUT ALL     EmailsCHANNELS      Website               Letter             In Person    ...
THE NEGATIVEUncover and Respond to allmentions (online & offline)       Respond publically so others can             see y...
THE POSITIVE                          Acknowledge & reward positive                                   feedback            ...
BRANDMONITORING
WHAT ISBRAND MONITORING?  Negative    Positive                            Competitors Comments    Comments  Content     Tr...
BRAND NAMESDifficultEasier
PHRASES TO MONITOR
SITES TO MONITOR                                 Reviews                        Forums             Articles             Pe...
THIS TAKES TIME
PAIDTOOLS
FREETOOLS
Gain fantastic FREE insightsinto how your brand is sharedsocially, with Google Analytics            reporting
NEGATIVE BRAND  SEARCHES
BRAND TERMTRAFFIC ALERTS
NEW SOCIAL REPORTING
SOCIAL CONVERSATIONS
SHARED URLS
NETWORK INTERACTION
2 FreebiesPOWERFUL GOOGLEANALYTICS DASHBOARDS
BRAND MONITORING
BRAND ENGAGEMENT
BRANDPROTECTION
TRADEMARK YOUR BRAND
LET‟S GET SOCIAL
DOMAINS ARE FAMILY
PAGE 1DOMINATION
“Customers find incredible detail online, fromevery possible source.” ~ Dina Howell „Saatchi & Saatchi X‟
“If consumers will do research online for housesand health care, they’ll also do it for band-aidsand ballpoint pens.” ~ Ji...
WHY IS THIS IMPORTANT?  Research   Website    Research    Buy      Research    Brand
THE SEARCHES
@Koozai_Sam
WHATRANKS?
TOP RANKING SITES1 - Domains    2 - Wikipedia        3 - News           4 - Financials                5 - Customers       ...
BUILD RELEVANCEYouTube                                                    FacebookGoogle+       Extra Domain              ...
INSUMMARY
MORE TIPS      FREE      Whitepaper      Koozai.com
IMAGE CREDITS4 - http://en.fotolia.com/id/325488095 - http://en.fotolia.com/id/3254880910 - http://www.imdb.com/media/rm70...
START MANAGING YOUR REPUTATION!             @Koozai_Sam             Sam.noble@koozai.com             0845 453 1234
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
Managing Your Brand's Reputation Online
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Managing Your Brand's Reputation Online

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Your brand is under threat from customers, competitors and hackers, who can easily damage your reputation. In this presentation we examine how this damage can occur and what you can do to protect and manage your reputation.

For more on this topic visit http://www.koozai.com/brand/

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  • Image credit - http://www.imdb.com/media/rm701930752/tt0390521
  • Image credit http://practicalramblings.wordpress.com/2008/01/31/target-needs-to-jump-on-the-social-media-bandwagon/ Bennett Williamson
  • Image credit - http://www.airport-parking.tv/baggage_allowance_BA.htm
  • Image credit: Todd Barnard (http://www.flickr.com/photos/ronin691/5790934897/)
  • Image source: http://www.datadial.net/blog/index.php/2009/02/25/ryanair-is-their-attitude-to-online-pr-part-of-a-bigger-reputation-problem/
  • Managing Your Brand's Reputation Online

    1. 1. MANAGING YOUR BRAND‟SREPUTATION ONLINEON THE EDGE BRISTOL – 2012Samantha Noble (@Koozai_Sam)
    2. 2. WHAT IS A “It is not whatBRAND? you say it is” “It is what they say it is” (Source: The Brand Gap)
    3. 3. REPUTATIONMANAGEMENT
    4. 4. MY HOLIDAY EXPERIENCECompleted OnlineComplaints Form; Waited 5 MoreWaited 10 Days for Days; No Response a ResponseSent a Tweet to BA; Sent a 2nd Tweet;Waited 10 Minutes Response in 10 for a Response Minutes
    5. 5. Social MediaCARE TelephoneABOUT ALL EmailsCHANNELS Website Letter In Person Forums Blogs
    6. 6. THE NEGATIVEUncover and Respond to allmentions (online & offline) Respond publically so others can see your response Never respond posing as a „happy customer‟ Don‟t ignore negative press, it won‟t go away
    7. 7. THE POSITIVE Acknowledge & reward positive feedback Keep a record of your brand angels Respond to any questions they have Dedicate time and resources tonetwork & engage with your fans
    8. 8. BRANDMONITORING
    9. 9. WHAT ISBRAND MONITORING? Negative Positive Competitors Comments Comments Content Trademark Counterfeit Drivers Infringement Sites
    10. 10. BRAND NAMESDifficultEasier
    11. 11. PHRASES TO MONITOR
    12. 12. SITES TO MONITOR Reviews Forums Articles Personal Photos Blogs Industry Related Competitors BlogsSocial Your VideosMedia Site
    13. 13. THIS TAKES TIME
    14. 14. PAIDTOOLS
    15. 15. FREETOOLS
    16. 16. Gain fantastic FREE insightsinto how your brand is sharedsocially, with Google Analytics reporting
    17. 17. NEGATIVE BRAND SEARCHES
    18. 18. BRAND TERMTRAFFIC ALERTS
    19. 19. NEW SOCIAL REPORTING
    20. 20. SOCIAL CONVERSATIONS
    21. 21. SHARED URLS
    22. 22. NETWORK INTERACTION
    23. 23. 2 FreebiesPOWERFUL GOOGLEANALYTICS DASHBOARDS
    24. 24. BRAND MONITORING
    25. 25. BRAND ENGAGEMENT
    26. 26. BRANDPROTECTION
    27. 27. TRADEMARK YOUR BRAND
    28. 28. LET‟S GET SOCIAL
    29. 29. DOMAINS ARE FAMILY
    30. 30. PAGE 1DOMINATION
    31. 31. “Customers find incredible detail online, fromevery possible source.” ~ Dina Howell „Saatchi & Saatchi X‟
    32. 32. “If consumers will do research online for housesand health care, they’ll also do it for band-aidsand ballpoint pens.” ~ Jim Lecinski „Zero Moment of Truth‟
    33. 33. WHY IS THIS IMPORTANT? Research Website Research Buy Research Brand
    34. 34. THE SEARCHES
    35. 35. @Koozai_Sam
    36. 36. WHATRANKS?
    37. 37. TOP RANKING SITES1 - Domains 2 - Wikipedia 3 - News 4 - Financials 5 - Customers 6 – Social Profiles 7 - Niche Sites 8 - Vouchers 9 - Industry 10 - Videos
    38. 38. BUILD RELEVANCEYouTube FacebookGoogle+ Extra Domain Press Release Your Blog NewsInfographic Your WebsiteGoogle+ Wikipedia Social Profiles Your Blog Twitter Guest Blog News YouTube News
    39. 39. INSUMMARY
    40. 40. MORE TIPS FREE Whitepaper Koozai.com
    41. 41. IMAGE CREDITS4 - http://en.fotolia.com/id/325488095 - http://en.fotolia.com/id/3254880910 - http://www.imdb.com/media/rm701930752/tt039052112 - http://practicalramblings.wordpress.com/2008/01/31/target-needs-to-jump-on-the-social-media-bandwagon/ Bennett Williamson15 - http://www.airport-parking.tv/baggage_allowance_BA.htm22 - http://en.fotolia.com/id/625993247 - http://www.erc.org.au/ERBEI/?p=162049 - http://eatoutmagazine.co.uk/kfc-becomes-first-quick-service-restaurant-offer-honours-degree-course52 - Todd Barnard (http://www.flickr.com/photos/ronin691/5790934897/)53 - www.datadial.net/blog/index.php/2009/02/25/ryanair-is-their-attitude-to-online-pr-part-of-a-bigger-reputation-problem
    42. 42. START MANAGING YOUR REPUTATION! @Koozai_Sam Sam.noble@koozai.com 0845 453 1234
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