Online Reputation Management


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Your reputation can be destroyed in hours by a
blogger, upset with your company.Safeguarding and protecting your online reputation is as important as your credit score.

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Online Reputation Management

  1. 1. Your Online Reputation [email_address] By Sandeep Arora Credit:
  2. 2. © 2009 <ul><li>Google has become apart of our life's. </li></ul><ul><li>People go to Google/Yahoo before making </li></ul><ul><li>any decision. </li></ul><ul><li>Looking for a job. </li></ul><ul><li>Looking for a Friend/Romance. </li></ul><ul><li>Information/Question. </li></ul><ul><li>Product/Service. </li></ul>Any decision Search Engine Ask My Friends Advice/Seek/Help Credit: Decision making process
  3. 3. © 2009 <ul><li>There are billions of Conversations happening </li></ul><ul><li>on Social Media everyday. </li></ul>Credit: Google and Yahoo Track and Index each conversation posted. …… .. …… .. …… .. …… ..
  4. 4. © 2009 <ul><li>These conversions EFFECT you and your </li></ul><ul><li>business. </li></ul>
  5. 5. <ul><li>These conversations can effect you and your business. </li></ul><ul><li>You. </li></ul><ul><li>Your Product. </li></ul><ul><li>Your Company. </li></ul><ul><li>Your Service. </li></ul><ul><li>Your Industry. </li></ul><ul><li>Brand Equity. </li></ul><ul><li>Decision Making. </li></ul><ul><li>Perceptions. </li></ul><ul><li>Sales. </li></ul><ul><li>Your Image. </li></ul>© 2009 Sharing Experiences about Products/Services/Trends Activism - Social Health/Commercial Rating, and Recommending products & services Helping one another Raising voices
  6. 6. © 2009 Case Study 1 Company Name: Comcast 1 st page Result
  7. 7. <ul><li>Your reputation can be destroyed in hours by a </li></ul><ul><li>blogger, upset with your company.- Andy Beal </li></ul> Negative User Generated Content on Negative Post/ Comment Spreads very fast (hours & days) Damaged Online Reputation Destroyed brand equity. Drop in sales. Negative publicity. Drop in market share. © 2009
  8. 8. © 2009 Case Study 2 User uploads video of Rats in KFC Restaurent on youtube. <ul><li>Sharp Sales Drop at Taco Bell. </li></ul><ul><li>Brand Damaged. </li></ul>Showed the video on TV
  9. 9. Case Study 3 The motrin ad used an irreverent tone to identify with young moms and the back pain associated with lugging infacts in baby carriers. But it struck the wrong cord with some and drew fire on Twitter and from a small cadre of &quot;mommy bloggers&quot; - the most vocal members of the demographic J&J was trying to woo. &quot;Meghan Keane&quot; -Wired Blog Network Saturday Nov - 15th 2008 Sunday Nov - 16th 2008 (Afternoon) Sunday Nov - 16th 2008 (Evening) © 2009
  10. 10. <ul><li>Safeguarding and protecting your online </li></ul><ul><li>reputation is as important as your credit score. </li></ul>Every life transaction you have like looking for a job, romance, friend, etc. People will look you upon the web and make conclusions. Michael Fertik Reputation Defender What people see on Google/Yahoo is the new Homepage. Put your brand in Google and see what comes up. Bob Pearson VP- Communities © 2009
  11. 11. Take Ownership Step 1 <ul><li>Claim the first page of search engine results for your name, brand, </li></ul><ul><li>service, etc. </li></ul>Own the First Ten Links in Google – &quot;Andy Beal&quot;. Get Google insurance - &quot;Michael Fertik&quot;. Your Name Brand Or Service dogpoop.jpg © 2009 <ul><li>Individuals and companies have to take ownership of their names, brands, products, services etc. There is no fail- safe formula but a few best practices. </li></ul>
  12. 12. Step 1 Produce relevent and useful content on multiple channels to appear high in search engine ranking. © 2009 Take Ownership
  13. 13. Step 1 © 2009 Have a company blog <ul><li>Listen to them. </li></ul><ul><li>Connect with your customers where they are listen. </li></ul>Maintain profiles on the Social web. <ul><li>Having a blog, social networks etc. gives you the opportuniy to host the conversation in your area and directly deal with it. </li></ul><ul><li>Give readers information about your company that could offset negative comment. </li></ul><ul><li>Your customers are going to write about you/your company somewhere. </li></ul>Steer conversations on your platform Take Ownership
  14. 14. Keywords: Your Company Your Name Your Service Your Brand Monitor Blogs On The Web Step 2 © 2009 Continuously monitor the Web. Below are some free tools to monitor the web. Monitor the blogosphere for conversations about your company, name, service, product, brand etc.
  15. 15. Monitor Conversations on Twitter Step 2 © 2009 Continuously monitor the Web. Below are some free tools to monitor the web. <ul><li>Increasingly conversations are happening on Twitter. </li></ul><ul><li>Monitor Twitter using twitter Search. </li></ul>Keywords: Your Company Your Name Your Service Your Brand
  16. 16. Monitor Bookmarking Step 2 © 2009 <ul><li>People are sharing and tagging links. </li></ul><ul><li>Conversations are happening here. </li></ul><ul><li>Monitor Bookmarking sites: </li></ul>Keywords: Your Company Your Name Your Service Your Brand Continuously monitor the Web. Below are some free tools to monitor the web.
  17. 17. Step 2 © 2009 Monitor video and picture sharing on the Web <ul><li>Like Comcast and Hitachi people are sharing videos and pictures of </li></ul><ul><li>company products and services. </li></ul><ul><li>Monitoring video sharing, picture sharing sites is important. </li></ul>Keywords: Your Company Your Name Your Service Your Brand Continuously monitor the Web. Below are some free tools to monitor the web.
  18. 18. Step 2 © 2009 Monitor The Web Continuously monitor the Web. Below are some free tools to monitor the web. <ul><li>Social Mention is a Social Media search engine. It searches various media sources like Digg, Flickr, FriendFeed etc. </li></ul>Keywords: Your Company Your Name Your Service Your Brand
  19. 19. Act now Step 3 © 2009 &quot;If you see a problem, Deal it with now.&quot; Offer to resolve any complain personally - try to continues discuss online. Be honest, open and transparent. Investigate facts - research the conversation chain & the bloggers involved. <ul><li>Listen to your customer. </li></ul><ul><li>Address the problem. </li></ul><ul><li>Add comment to the post. </li></ul>Post a respectful response online, so people reading the complaint can see how you addressed it. <ul><li>Politely request blog/ forum to remove or retract. </li></ul><ul><li>Ask them to consider publishing your response. </li></ul>Legal Options
  20. 20. Other best Practices Be Open & Transparent Share bad news like server crash or product delays immediately. Let customers know what you are doing about it. Your customers will appreciate it and will prevent them from using the social web to find out what's happening. © 2009
  21. 21. Create a Customer Forum Your customers are going to talk and converse about your company somewhere. Let conversation be in your own forum, social network. That way you hear it quickly in your area and respond quickly. © 2009 Other best Practices
  22. 22. Promote Customers Empower / Promote your customers. Post customer testimonials online. Positive reviews can help counter anonymous complaints. © 2009 Other best Practices
  23. 23. Hire Us Contact us at [email_address] Content Creation Interactive Flash Graphics Search Engine Optimization Website Development Blog Setup and Customization. Social Media Optimization
  24. 24. <ul><li>Nagpur, is centrally located in India. </li></ul><ul><li>Is the fastest growing Tier III city. </li></ul><ul><li>Has 35 Engineering Colleges. </li></ul><ul><li>Low cost to do business. </li></ul><ul><li> is a Telezent Blog. </li></ul>We are passionate to make you successful. <ul><li>We can help you. </li></ul><ul><li>Attractive Prices. </li></ul><ul><li>Personal Service. </li></ul>Individual Small Business <ul><li>Telezent will be </li></ul><ul><li>your outsourcing </li></ul><ul><li>partner. </li></ul>Big Corporation <ul><li>Outsource your </li></ul><ul><li>content development, </li></ul><ul><li>SEO & SMO to us. </li></ul>
  25. 25. [email_address] By Sandeep Arora Your Online Reputation