Brand monitoring and online reputation management involve tracking conversations about a company, brand, or product online. This allows companies to understand consumer sentiment, engage in conversations, and address any issues that arise. It benefits both for-profit and non-profit organizations by helping them protect and improve their brand image, identify opportunities, and guide future marketing, product development, and customer service efforts. Various tools can help with brand monitoring and reputation management.

1. Image source: http://www.fortune3.com/blog/wp-content/uploads/2012/02/brand-reputation.jpg

2. • What is brand monitoring?
• What is online reputation management?
• Benefits for businesses
• How is it used?
• Various BM and ORM tools
• For profit/non-for profit example
• Who is it beneficial for?
• Conclusion
• Resources

3. Summary….
• Tracking reaction towards brand, product,
service etc…
• Companies use to track what is
being said about them

4. Summary….
• Actual process of measuring, monitoring and
shaping conversation
• 3-Step process:
Listen
Understand
Interact (Action)

5. • Tracking health of brand
• Being aware of (ability to take
action)
– Taking control of situation
: consistent
• Opportunities: “Turning weaknesses to strengths”
• Overall customer feedback: future…
– social media campaigns
– identify influencers
– Product development
– Customer service
– Possibility repositions of brand

6. • Many Tools available (free and monthly fee)
• Why not take advantage of the following
tools…
TO:
Improve brand image
Track what is being said

11. http://www.youtube.com/watch?feature=player_embedded&list=PL1AA9A1C91596A9E1&v=XFDr3Y8xadc

18. http://www.youtube.com/watch?v=Bq7a_o0Tcto

20. For Profit company Using Brand
Monitoring

21. Non-for-Profit company using Brand
Monitoring

22. Who is brand monitoring and
reputation management beneficial
for?
• B2B
• B2C
• For profit
• Non-for-profit

23. • (Feedback) Aware of negative publicity and
addressing concerns
• Opportunities
• Image of brand is consistent
• Aid with future…marketing programs,
identifying influencers, product development
and customer experience
• Recommendation: Social Mention and Twenty
Feet

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