Social Reputation Management The Network Solutions Experience
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Social Reputation Management The Network Solutions Experience

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Network Solutions engaging with its customers in the social media and developing a strategy to provide small businesses tools necessary to succeed is part of this presentation by Shashi Bellamkonda ...

Network Solutions engaging with its customers in the social media and developing a strategy to provide small businesses tools necessary to succeed is part of this presentation by Shashi Bellamkonda at Social Reputation Management conference in NYC organized by bdionline.com

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Social Reputation Management The Network Solutions Experience Social Reputation Management The Network Solutions Experience Presentation Transcript

  • Building a Positive Image Online with Social Media: The Network Solutions Experience Presented by: Shashi Bellamkonda Social Media Swami, Network Solutions Twitter: @shashib on behalf of @netsolcares 03.25.2010
  • Help Network Solutions Social Swami support the March of the Dimes by drawing and voting in this fun contest . Details at http:// bit.ly/blrTKK
  • Thank you for coming
  • Steve did his homework well with great speakers Great conference organized by http://www.Bdionline.com
  • Online Reputation Before Photo courtesy: http://matchstic.com/blog/wp-content/uploads/2009/06/bad-customer-service.jpg
  • Traditional media usage is changing
    • 92%) use multiple platforms 
    • 33% access news on their cell phones.
    • 28% of internet users have customized their home page 
    • 37% of internet users have contributed to the creation of news
    http://www.pewinternet.org/Reports/2010/Online-News.aspx
  • 25% Small Business use social media presence – Doubled since last year
      • Network Solutions – University of Maryland Small Business Success index http://growsmartbusiness.com
    See the full study at http://www.GrowSmartBusiness.com
  • Customers demand transparency This guy wants to make sure the book and the DVD are saying the same thing
  • 4 Point Social Media Strategy
      • Brand / Reputation Management
      • Connecting with Customers
      • Community Outreach
      • Get new business
  • Social Media Implementation
    • 2 008
    2009 2010
    • Changed negative online perceptions to neutral sentiment
    • Increased positive sentiment
    • Positioned as Small Business Thought Leader
    • Utilized social media beyond customer service
    • Leverage social media for market expansion and leadership
  • Top Three Accomplishments
    • Enjoying a positive sentiment online compared to the negative mentions in 2008.
    • Shift in perception of Network Solutions ® as not just a domain registrar but also a thought leader in small business growth.
    • Network Solutions is often referred to as a company that has effectively leveraged social media to maximize customer satisfaction.
  • First Step: Listen
    • Team approach to response
    • Monitor using Radian6 and manual searches
    • Classify as crisis or not (>50 Technorati authority or 100 followers)
    • Classify as general issue or technical customer service
    • Engage in a variety of places
      • Blogs, Twitter, Online forums
    Photo courtesy: http://bethnolastname.files.wordpress.com/2008/07/listen.jpg
  • Step 2: Content Creation
    • Blogs
      • SolutionsArePower
      • Women Grow Business
      • Grow Smart Business
      • Unintentional Entrepreneur
    • Participation in industry events such as Twitterville
    • Small Business Success Index
    • GrowSmartBiz Webinars and Conference
    • Crisis Management Support
    • Rebrand
  • Blogs: Effective Reputation Platform
  • Manage Online Reputation via Offline Events http://www.flickr.com/photos/kyeung808/3851709164/sizes/l/
  • Change Online Perception
  • Thought Leadership: GrowSmartBiz
    • Webinars (2)
    • Over 400+ attendees
    • 20+ blog posts
    • 250+ tweets via #growbiz and #growsmartbiz
    • Conference
    • Over 400+ attendees
    • Increased @GrowSmartBiz Twitter followers by 200 and counting
    • 75+ blog posts
    • 1,500+ Tweets
    • 2K+ Tweets with #growsmartbiz
    • 5K participants on livestream
  • Maintaining Reputation Amidst Crisis
    • Created an online forum to provide information to merchants and customers.
    • Generated over 50+ blog posts, which Network Solutions team responded.
    • Applauded by many for use of social media in crisis management support.
  • Step 3: From Listening to Acting
    • Listened to customer feedback
    • Rebranded website based on feedback
    • Created a social media advisory board
    • Used Twitter and blogs to market new rebrand
  • Step 5: Training other advocates
    • Social Media
    • Twitter
    • Blogging
    • Bookmarking
  • Shift from High Negative to High Positive
  • 2009 IABC Gold Quill Award
    • Recognized for online reputation management
    • Listening to customers on social networks
    • Taking their feedback seriously
  • What Does 2010 Hold?
    • Drive more unique visitors to the storefront
    • Blogger outreach highlighting Network Solutions product offerings and customer testimonials
    • Increase user generated content on “ How did I benefit from Network solutions ”
    • Strengthen Network Solutions ’ brand identity as leader in Innovative Online Solutions
      • Online engagement
      • Training sessions
      • Events
  • Basic Tips
    • Monitor your brand
    • Follow a few blogs/ answer questions on LinkedIn
    • Own your profiles in at least 3 social networks
    • Integrate social media into your traditional marketing efforts
    • Engagement metrics
  • Thanks for all the great tweets
  • Thank you
    • Shashi Bellamkonda [email_address]
    • Twitter: @shashib
    • Small Business Success Index : http:// www.GrowSmartBusiness.com
    • Network Solutions Blog : http:// blog.networksolutions.com
    • Women Entrepreneurs : http:// www.WomenGrowBusiness.com
    • Fresh Entrepreneurs ; http:// unintentionalentrepreneur.com
    • Millenials : http:// whatsnextgeny.com
  • Want to Start a Blog or Website here are some offers
    • Transfer to Network Solutions 4 $6.99 using DOMSOCIAL3 | http://ow.ly/1nEjY  
    • Webhosting is a necessity for any website:  http://ow.ly/1nEjh  | Use HOSTSOC001 to get 35% off nsHosting Shared!
    • Use our Domain Name Generator to find the domain you've been looking for! Then use DOMSOCIAL1 to get it for $6.99! | http://ow.ly/1nEim
    T & Cs apply. Expires June 30 th 2010