13. According to our research: Note: we actually love this client. They were honest and listened. They knew there wasn’t a silver bullet.
14. SHOW OFF THECOMPETITION
15. Rinse and repeat.
16. PRESENT CONTENT OPPORTUNITIES “Based on our research, yourcompetition is doing an excellent job of managing their brand through:”
17. CONDUCT NEEDS ASSESSMENT
18. REVIEW: Properties & profiles Backlinks News Complaints Complaint sources Customer service process Find “quick wins”
19. DEFINE KPIs & REPORTING
20. AGENCY KPIsWhat does success look like?1.Positive SERPs2.Positive Autocomplete3.Conversions
21. INTERNAL KPIsWhat does success look like?1.Decrease in complaints2.Increase in satisfied customers
22. ANTICIPATE ROADBLOCKS
23. Proactive Project Management Brand guidelines Approval process Legal restrictions Development calendar
24. DEVELOP STRATEGY
25. ON-SITE OFF-SITERevise terms & conditions Social strategyNew product descriptions Guest postsAccurate product photos Authority articles Crowd-sourced video Instructional videos testimonials Industry site involvement
26. OTHER CRITICAL GOALS:
27. IMPLEMENT! 
28. Get the deck:http://www.slideshare.net/rdrysdale/Say hello! email@example.com t: @Rhea | @outspokenmedia