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Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones

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Trackur.com's Andy Beal and Erin Jones shared 60 minutes of in-depth online reputation management advice and tactics to a pack audience at Pubcon Las Vegas 2013. These are the slides they shared.

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Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones

  1. 1. ADVANCED REPUTATION MANAGEMENT We’re going to make you a pro in just 60 minutes!
  2. 2. YOUR HOSTS @andybeal @erinjones
  3. 3. REPUTATION WHAT NOW?
  4. 4. “Character is like a tree and reputation like a shadow. The shadow is what we think of it; the tree is the real thing.” ABRAHAM LINCOLN
  5. 5. YOU @andybeal YOUR COMPANY
  6. 6. OFFLINE ONLINE
  7. 7. YOU NEED A PLAN
  8. 8. Improve search engine traffic Increase Twitter followers More Facebook Likes Less reliance on Google Repair damaged reputation
  9. 9. WHAT DO YOU REALLY WANT?
  10. 10. UNDERSTAND YOUR KEYWORDS @erinjones
  11. 11. CHEAT SHEET... http://gri.ms/KUVW
  12. 12. KNOW YOUR CIRCLES OF INFLUENCE
  13. 13. EMPOWER YOUR EMPLOYEES
  14. 14. LISTEN TO YOUR CUSTOMERS
  15. 15. *cough* Trackur.com *cough*
  16. 16. IF NOTHING ELSE, LISTEN!
  17. 17. BUILDING YOUR BRAND
  18. 18. CHOOSE BUILD NURTURE
  19. 19. KNOWEM.COM
  20. 20. ME, MYSELF AND IRENE @andybeal
  21. 21. IN PRACTICE...
  22. 22. KEEP THE SPIDERS HAPPY!
  23. 23. BE CONGRUENT IN YOUR ONLINE BRAND @erinjones
  24. 24. COCA-COLA
  25. 25. CREATE AMAZING CONTENT @erinjones
  26. 26. HERD THE SHARING
  27. 27. THANK YOUR SUPPORTERS
  28. 28. DON’T FEED YOUR REPUTATION TROLLS
  29. 29. DON’T TRASH TALK YOUR COMPETITORS
  30. 30. DON’T BAD MOUTH YOUR CUSTOMERS
  31. 31. A.B.C.H ALWAYS BE HELPING @erinjones
  32. 32. THEY SAID WHAT? So Scentsy sends me an email that says they are canceling my account due to inactivitybut I could reply with the reason that I haven’t been as active with my sales and they might reinstate my account, so I did, explained to them that this year I have been battling Breast Cancer etc.., guess what the response was, “sorry but we won’t be able to reinstate your account as Breast Cancer should not affect your ability to run your business” guess I know what company I’m not supporting anymore!! — feeling annoyed.
  33. 33. MANAGING ONLINE REVIEWS
  34. 34. DIRECT REVIEWERS
  35. 35. AVOID INCENTIVES @andybeal
  36. 36. DON’T FAKE IT
  37. 37. HANDLING NEGATIVE REVIEWS
  38. 38. GOOGLE KUNG-FU
  39. 39. SENTIMENT AUDIT
  40. 40. CALL ON SUPERBRAND @andybeal
  41. 41. ENJOY YOUR SUB
  42. 42. HELP.TRACKUR.COM
  43. 43. FACEBOOK
  44. 44. LINKEDIN
  45. 45. TWITTER
  46. 46. HAVE MULTIPLE PARTNERS
  47. 47. PICTURE A BETTER REPUTATION
  48. 48. MONEY TALKS!
  49. 49. SPONSORSHIPS
  50. 50. BUILD RELATIONSHIPS WITH BLOGGERS AND JOURNALISTS
  51. 51. IN PRACTICE...
  52. 52. UNDER ATTACK?
  53. 53. 83% @andybeal
  54. 54. 3 KEYS TO MONITORING
  55. 55. DON’T
  56. 56. CHECK THE FACTS
  57. 57. CLEANING UP THE MESS
  58. 58. 3 WORDS @andybeal
  59. 59. SINCERITY
  60. 60. TRANSPARENCY
  61. 61. CONSISTENCY
  62. 62. FREAKIN APOLOGIZE ALREADY! @andybeal
  63. 63. LIFETIME COST > LIFETIME VALUE
  64. 64. A HAPPY CUSTOMER TELLS 5 UNHAPPY CUSTOMER TELLS 10 RESTITUTED CUSTOMER TELLS 20
  65. 65. LEGAL INFRINGEMENT
  66. 66. DEFAMATION?
  67. 67. BE BENEVOLENT
  68. 68. I HATE JEREMY ZAWODNY
  69. 69. IT STARTED WITH THIS...
  70. 70. RESOLUTION
  71. 71. I DON’T REALLY HATE JEREMY (MUCH)
  72. 72. PLAN FOR THE LONG-TERM @erinjones
  73. 73. MEASURE BEYOND THE SERPS
  74. 74. ACTIVELY LISTEN
  75. 75. BE BETTER
  76. 76. 7 TAKE AWAYS 1. UNDERSTAND YOUR GOALS 2. INVEST IN BUILDING A CONGRUENT BRAND 3. ALWAYS BE HELPING 4. DON’T TAKE SHORTCUTS IN REVIEW BUILDING 5. TAKE CONTROL OF YOUR GOOGLE REPUTATION 6. BE QUICK TO APOLOGIZE 7. BE PROACTIVE, NOT JUST REACTIVE
  77. 77. QUESTIONS? Yeah, seems funny now, but wait ‘til it shows up on Google! @ANDYBEAL @ERINJONES @TRACKUR TRACKUR.COM ANDYBEAL@GMAIL.COM
  78. 78. “YOUR FRIEND”

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