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WEBCON Vancouver - Managing Your Reputation In A Social World

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This presentation by Steve Ballantyne from Neighbourhood Buzz was presented at Landlord WEBCON in Vancouver on February 29, 2012.

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WEBCON Vancouver - Managing Your Reputation In A Social World

  1. 1. Building Social CommunitiesManaging your Reputation in a Social Media World Prepared by: Steve Ballantyne, Director of Business Development at Neighbourhood Buzz Trusted by Canada’s best property management companies. Copyright © Neighbourhood Buzz Communications. 2012.
  2. 2. Thank you for coming! 2
  3. 3. Ask Questions during the presentation. #WEBCONVAN @nbrhoodbuzz is me! 3
  4. 4. In the beginning… 4
  5. 5. @georgesbarber? 5
  6. 6. @greedisgood 6
  7. 7. Where we could be #hopeful 7
  8. 8. Is the world going social? 8
  9. 9. Is the world going social? 9
  10. 10. Is the world going social? 10
  11. 11. How People Share online 11
  12. 12. Why should I go social? Customers are online Prospects are online Competitors are online People pissed off at your company for no reason are online The future is online 12
  13. 13. What makes an online reputation? 13
  14. 14. 14
  15. 15. CBC Marketplace Blog 15
  16. 16. Facebook & Twitter 16
  17. 17. 17
  18. 18. What could have been done? Blog response Twitter conversation Facebook conversations Facebook defense / fact posting / clarification Integrate into the PR process 18
  19. 19. What is 19
  20. 20. What could be 20
  21. 21. How it’s done 1. Admit the fault - dont try and hide it or justify it. 2. Apologize - should come from the top of the organization. 3. Indicate the plan to do better/fix the issue - Includes timeline and milestones. 4. Exceed expectations - take the crisis as an opportunity to not just fix the problem but do much better. 5. Deliver on expectations - Actually DO what you say youll do and OVER communicate through the process.
  22. 22. Who are we looking for? Dissatisfied customers Brand de-vangelists Brand champions & evangelists 22
  23. 23. Dissatisfied Customers 23
  24. 24. 24
  25. 25. 25
  26. 26. Brand Evangelists 26
  27. 27. How do we begin managing our reputation? Free: Google alerts, Hyper alerts Small Business: Hootsuite Enterprise: Radian6 27
  28. 28. Google Alerts 28
  29. 29. Hootsuite 29
  30. 30. Radian 6 30
  31. 31. How to address negativity1. Say thank you2. Address the complaint3. Inform on action you/they should take4. Promise a brighter futureAlways be polite! 31
  32. 32. See the magic in action 32
  33. 33. How do we handle review sites? 33
  34. 34. Trip Advisor 34
  35. 35. The integration continues… 35
  36. 36. What could be! Keep a finger on all online chatter about your brand Create positive social media presence Positive testimonials around the web Maintain a watchful eye Managing your brand, is your company logo being misused? 36
  37. 37. Benefits • Increase perception of ‘fair-dealing’ by immediately addressing questions and correcting misinformation in a public forum • Early warning system regarding brand or product issues • Find brand champions and reward to pro- actively influence conversation 37
  38. 38. Where are we going?• More ‘American Style’ review sites ie: www.apartmentratings.com• More chatter across the social web• Mobile & Twitter increasing speed• More power to the people 38
  39. 39. Thank You!steve@neighbourhoodbuzz.com 39
  40. 40. A complete communication package that allows property managers to easily and effectively Cutting edge tools… communicate with their residents and develop Without the big price tag their community Print Facebook Mobile Email Monthly hi-gloss Creation of custom Provide important Go digital andnewsletter, created resident Facebook and timely provide an email specially for your page plus daily messages to your version of the print residents… monitoring and residents using SMS newsletter… All for FREE!* management text messaging All for FREE! *While we would love to offer all of this completely free, a small delivery fee may apply. 40 Copyright © Neighbourhood Buzz Communications. 2011.

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