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Online Reputation Management                      For         2012 (c) Copyrights NexZenPro
About Us                            is fast upcoming Social Media                         Marketing Platform in India.    ...
Our Social Media Team Introductionto Nexzenpro Social Media   Initiative                                 2012 (c) Copyrigh...
OBJECTIVE      Implementing Social Media       monitoring to analyze and      interpret how your brand is  perceived and t...
EVERYONE’S HERE              PEOPLE (Readers)                                            LinkedIn has over              •7...
Why Make My Trip Needs ORM              Make My Trip.com has multiple online assets on multiple platforms              •  ...
Why Make My Trip Needs ORM              •   With so many platforms catering to so many fans can become difficult          ...
What’s The Danger Here?            •   Till a few years back, customers had nowhere to vent or make their                o...
Samples Of Data Captured - MakeMyTripObjective& Scope  Why ORM?Sample Of Research Findings                                ...
Samples Of Data Captured - MakeMyTripObjective& Scope                                              Close to 49% of custome...
Samples Of Data Captured - MakeMyTripObjective& Scope  Why                                                           Major...
Samples Of Data Captured - MakeMyTripObjective& Scope  Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do?   ...
MakeMyTrip – Twitter ConversationsObjective& Scope  Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do?      ...
MakeMyTrip – Facebook ConversationsObjective& Scope  Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do?     ...
MakeMyTrip – News SitesObjective& Scope  Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do?                 ...
MakeMyTrip – Facebook Influencer IdentificationObjective& Scope  Why ORM?Sample Of Research FindingsHow WillWe Do ?       ...
Online Reputation Management:Objective& ScopeWhat CanWe Do?                             2012 (c) Copyrights NexZenPro
WHAT CAN WE DO*Objective& Scope                        • Monitoring Blogs/News Sites/Consumer Complaint Forums            ...
Where Nexzenpro Adds Value?Objective& ScopeWhat CanWe Do?                             2012 (c) Copyrights NexZenPro
To understand how consumers feel about the            brand/ products and its positioning among the competitorsObjective& ...
To track the buzz around Offline/Online Campaigns.Objective& Scope                           Tracking the conversation sur...
To leverage Word of Mouth to proactively increase the            credibility of the brand.Objective& Scope                ...
Alerts System for capturing any specific events or trends            that are influencing consumersObjective& Scope       ...
To identify specific issues that are being discussed            around the product/brandObjective& Scope                  ...
To Measure the performance of your social profiles            (Twitter/Facebook)Objective& Scope                          ...
Benefits of using NexzenproObjective& ScopeWhat CanWe Do?                           2012 (c) Copyrights NexZenPro
Information Dissemination Through SMRsObjective& Scope            •   Creating Social Media Releases about brands         ...
METHODOLOGYObjective& ScopeWhat CanWe Do?How WillWe Do?                          2012 (c) Copyrights NexZenPro
High Level Social FrameworkObjective& ScopeWhat CanWe Do?How WillWe Do?                               2012 (c) Copyrights ...
Defined DeliverablesObjective& Scope            Targeted Achievements                          Reporting Possibilities    ...
Start Using Nexzenpro TodayFor Details, Contact -Samir AnandM: +91-9810170858Mail : samir@nexzenpro.comSkype : samilpi    ...
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ORM Makemytrip Case Study

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Minute Look up of Reputation Management, Social Media Management, WOM and Customer/User Sentiment Management

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Transcript of "ORM Makemytrip Case Study"

  1. 1. Online Reputation Management For 2012 (c) Copyrights NexZenPro
  2. 2. About Us is fast upcoming Social Media Marketing Platform in India. The technology implemented is used by over 35 agencies in India. Introductionto Nexzenpro Where we started? Social Media Initiative • Nexzenpro was founded in July 2010 • The company is headed by India’s prominent Media Experts and Analysts - Sanjay Sinha , Subrata Roy & Surabhi Sinha • The company is head-quartered in NOIDA, and has regional office in Mumbai • Having set strong foot-hold in the Ad Network space, the company has now made a successful entry into the Social Media Space 2012 (c) Copyrights NexZenPro
  3. 3. Our Social Media Team Introductionto Nexzenpro Social Media Initiative 2012 (c) Copyrights NexZenPro
  4. 4. OBJECTIVE Implementing Social Media monitoring to analyze and interpret how your brand is perceived and the language used to describe your products and offeringsSCOPE 2012 (c) Copyrights NexZenPro
  5. 5. EVERYONE’S HERE PEOPLE (Readers) LinkedIn has over •70% of social media users in India 100 MILLION users and accessed a social networking site adds about 1 MILLION new every day (Nielson) users to its service every •37% of heavy social media users in week India fall in the age group of 21-30 Twitter has years (alootechie.coM) more than 145 MILLIONSample Of users and adds about 6 Research MILLION new users a month Findings COMPETITORS •Competitors are leveraging the Facebook power of social media in every currently has over 500What Can possible way MILLION active usersWe Do? •40% of organisations in India spend around the globe more than 10% of their marketing and communication budget on digital YouTube has 2 media BILLION views per day, andHow WillWe Do ? 24 hours of video is uploaded every minute 2012 (c) Copyrights NexZenPro
  6. 6. Why Make My Trip Needs ORM Make My Trip.com has multiple online assets on multiple platforms • Facebook: -MMT Deals -MMT Careers -Offisial AtyacharSample Of • Twitter Research - @makemytripdeals Findings - @makemytripcare • BlogHow Will • LinkedInWe Do ? • YouTube • FlickrWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  7. 7. Why Make My Trip Needs ORM • With so many platforms catering to so many fans can become difficult • It is easy to miss the sparks that could fan into a fireSample Of • It is recommended that you have a finger on the pulse of the Research conversations being had about and around the brand properties Findings • ORM can help nip possible PR disasters in the bud and steer theHow Will conversation in a more favorable directionWe Do ?What CanWe Do? 2012 (c) Copyrights NexZenPro
  8. 8. What’s The Danger Here? • Till a few years back, customers had nowhere to vent or make their opinions public • Now, they are empowered with social media and anonymity • They are tech-savvy and tell their friends and acquaintances about theirSample Of experiences Research FindingsHow WillWe Do ? What one person … is read by many writes people!What CanWe Do? 2012 (c) Copyrights NexZenPro
  9. 9. Samples Of Data Captured - MakeMyTripObjective& Scope Why ORM?Sample Of Research Findings The number of negativeHow Will comments wentWe Do ? up significantly on March 28What CanWe Do? 2012 (c) Copyrights NexZenPro
  10. 10. Samples Of Data Captured - MakeMyTripObjective& Scope Close to 49% of customers are happy with MMT Why ORM?Sample Of Research FindingsHow WillWe Do ? 17% of customers are womenWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  11. 11. Samples Of Data Captured - MakeMyTripObjective& Scope Why Majority of the ORM? conversations take place on TwitterSample Of Research FindingsHow WillWe Do ? A snapshot of the most frequently occurring keywords for MMTWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  12. 12. Samples Of Data Captured - MakeMyTripObjective& Scope Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do? Classification of keywords based on the sentiment of the conversation 2012 (c) Copyrights NexZenPro
  13. 13. MakeMyTrip – Twitter ConversationsObjective& Scope Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do? 2012 (c) Copyrights NexZenPro
  14. 14. MakeMyTrip – Facebook ConversationsObjective& Scope Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do? 2012 (c) Copyrights NexZenPro
  15. 15. MakeMyTrip – News SitesObjective& Scope Why ORM?Sample Of Research FindingsHow WillWe Do ?What CanWe Do? 2012 (c) Copyrights NexZenPro
  16. 16. MakeMyTrip – Facebook Influencer IdentificationObjective& Scope Why ORM?Sample Of Research FindingsHow WillWe Do ? Some of the most vocal people on Facebook about Make My Trip.comWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  17. 17. Online Reputation Management:Objective& ScopeWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  18. 18. WHAT CAN WE DO*Objective& Scope • Monitoring Blogs/News Sites/Consumer Complaint Forums • 1st Level damage Control on Blogs/ News Sites • Monitoring Forums • 1st Level damage Control in Forums • Article Posting and Comment ManagementWhat CanWe Do? • Social Media Releases for major events * Not limited to this list; Will depend on client’s requirement 2012 (c) Copyrights NexZenPro
  19. 19. Where Nexzenpro Adds Value?Objective& ScopeWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  20. 20. To understand how consumers feel about the brand/ products and its positioning among the competitorsObjective& Scope Getting insights into the sentiments of Consumers Proactively engaging with such conversations. Kind of data which will be Comparing the Demographics interest among the collected: Competition Brands • Mentions in the articles.What Can • Number of Comments related toWe Do? the keywords. • Number of unique profiles engaging in the discussion. • If possible, finding the gender/sex of the profile. 2012 (c) Copyrights NexZenPro
  21. 21. To track the buzz around Offline/Online Campaigns.Objective& Scope Tracking the conversation surrounding the Offline/Online campaign. Tracking the popular posts and finding its social presence on Twitter, Facebook, DiggWhat Can and otherWe Do? Networking sites. 2012 (c) Copyrights NexZenPro
  22. 22. To leverage Word of Mouth to proactively increase the credibility of the brand.Objective& Scope Using the Online Insights to design relevant polls and connecting with online audience.What CanWe Do? 2012 (c) Copyrights NexZenPro
  23. 23. Alerts System for capturing any specific events or trends that are influencing consumersObjective& Scope Finding viral content is difficult due to its random presence in the internet. • (Any content from anywhere can go viral, therefore the best would be to keep a close track over mediums like YouTubes new videos, upcoming articles in Digg, Reddit, Twitter etc ) • Further, we need to find active communities who are active in promoting videos and content. (Highly Resource Intensive and depends upon the community) Strategy: Do contextual search with relevance to the brand then track steep rise in the data trend and notifyWhat Can immediately.We Do? Most videos can go viral within 24hrs, therefore every minute is of utmost importance. Detecting Rise 2012 (c) Copyrights NexZenPro
  24. 24. To identify specific issues that are being discussed around the product/brandObjective& Scope Strategy: Finding Brand associated keywords and identifying the popular issues being discussed online.What CanWe Do? 2012 (c) Copyrights NexZenPro
  25. 25. To Measure the performance of your social profiles (Twitter/Facebook)Objective& Scope Trend Analysis on the Post and Likes/CommentsWhat CanWe Do? Identifying your TOP fans on Tracking User activity on the Twitter and Facebook based on Facebook Page Engagement
  26. 26. Benefits of using NexzenproObjective& ScopeWhat CanWe Do? 2012 (c) Copyrights NexZenPro
  27. 27. Information Dissemination Through SMRsObjective& Scope • Creating Social Media Releases about brands • Adding links (community, fan page), videos & photos for greater engagement • Publishing the SMR on key news sites & online directories – These sites are very high on SEO Bestezine.comWhat Can Indiaprwire.comWe Do? PRUrgent.com PR.com Pressexposure.com Livepr.com Epicpr.com 2012 (c) Copyrights NexZenPro
  28. 28. METHODOLOGYObjective& ScopeWhat CanWe Do?How WillWe Do? 2012 (c) Copyrights NexZenPro
  29. 29. High Level Social FrameworkObjective& ScopeWhat CanWe Do?How WillWe Do? 2012 (c) Copyrights NexZenPro
  30. 30. Defined DeliverablesObjective& Scope Targeted Achievements Reporting Possibilities •100% increase in Brand Buzz in 6 •Daily Leads for processing months. •Daily Progress Report •50% Reduction in Brand •Weekly Performance Report Negativity on the Social Web •Daily Automated Mailer to the •80% Management of Online concerned person about previous day’s performance Complaints •Monthly Competition Report for •Setting up great footprint in the Social Channel Use market as the latest Technology •Monthly Industry Report on Adopter Market BuzzWhat CanWe Do? •Set the stage for next generation •Quarterly Strategic Report technology Use •Indian Social Media Overview ReportHow WillWe Do? 2012 (c) Copyrights NexZenPro
  31. 31. Start Using Nexzenpro TodayFor Details, Contact -Samir AnandM: +91-9810170858Mail : samir@nexzenpro.comSkype : samilpi 31 2012 (c) Copyrights NexZenPro
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