Social Media for Reputation Management (ORM)

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Interested in building and managing reputation for your brand in an online
world? Want to get practical insights on how to manage reputation crisis for
your brand? Learn through this examples-driven presentation on Social Media for Online Reputation (ORM).

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Social Media for Reputation Management (ORM)

  1. 1. Reputation Management through Social Mediawww.digitalvidya.com © Digital Vidya
  2. 2. Why Online Reputation?www.digitalvidya.com © Digital Vidya
  3. 3. Customers are Talking about Youwww.digitalvidya.com © Digital Vidya
  4. 4. They will Talk even Morewww.digitalvidya.com © Digital Vidya
  5. 5. Are you Listening?www.digitalvidya.com © Digital Vidya
  6. 6. www.digitalvidya.com © Digital Vidya
  7. 7. ICICI Bankwww.digitalvidya.com © Digital Vidya
  8. 8. www.digitalvidya.com © Digital Vidya
  9. 9. Barkha Dutt Episode NDTV Stock Pricewww.digitalvidya.com © Digital Vidya
  10. 10. Disgusting Dominos People Costed them 50m US$www.digitalvidya.com © Digital Vidya
  11. 11. Apple MacBook ~120,000+ Viewswww.digitalvidya.com © Digital Vidya
  12. 12. Let’s look at the Positive Side!www.digitalvidya.com © Digital Vidya
  13. 13. “Only 20% of marketing budgets are typically spent on retention. Yet, in many cases, 75% of revenues comes from existing customers.” Source: Flip the Funnelwww.digitalvidya.com © Digital Vidya
  14. 14. www.digitalvidya.com © Digital Vidya
  15. 15. www.digitalvidya.com © Digital Vidya
  16. 16. www.digitalvidya.com © Digital Vidya
  17. 17. www.digitalvidya.com © Digital Vidya
  18. 18. How to Monitor and Measure?www.digitalvidya.com © Digital Vidya
  19. 19. www.digitalvidya.com © Digital Vidya
  20. 20. www.digitalvidya.com © Digital Vidya
  21. 21. www.digitalvidya.com © Digital Vidya
  22. 22. www.digitalvidya.com © Digital Vidya
  23. 23. www.digitalvidya.com © Digital Vidya
  24. 24. Radian6www.digitalvidya.com © Digital Vidya
  25. 25. How to Respond?www.digitalvidya.com © Digital Vidya
  26. 26. Handling Negative Conversationswww.digitalvidya.com © Digital Vidya
  27. 27. www.digitalvidya.com © Digital Vidya
  28. 28. Elements of Response •  Confront the situation head-on with no b.s. •  Quick and real-time responses and updates •  Compassion, sympathy and transparency •  Humanize your brand •  State what you’ve done or are doing to fix the situation •  State what you’re doing to make sure the situation never happens againwww.digitalvidya.com © Digital Vidya
  29. 29. Damage Controlwww.digitalvidya.com © Digital Vidya
  30. 30. Club Mahindra: Damage & Controlwww.digitalvidya.com © Digital Vidya
  31. 31. Preventionwww.digitalvidya.com © Digital Vidya
  32. 32. Public vs Private?www.digitalvidya.com © Digital Vidya
  33. 33. www.digitalvidya.com © Digital Vidya
  34. 34. Finally, when Reputation is at Risk Don’t worry about ROI but about RONI (Return on Non Investment)www.digitalvidya.com © Digital Vidya
  35. 35. The Ultimate Victory! “Talking to them is like talking to a Friend who happens to sell Shoes.”www.digitalvidya.com © Digital Vidya
  36. 36. Time to create your ORM Strategy!www.digitalvidya.com © Digital Vidya
  37. 37. Invite for Online Course http://www.digitalvidya.com/facebook-marketing-course.htmlwww.digitalvidya.com © Digital Vidya
  38. 38. Thank You! Our Upcoming Social Media Trainings Delhi Mumbai Bangalore Social Media Marketing Nov 20-21 Dec 4-5 Dec 18-19 Advanced Facebook Marketing Online Special 15% Off (till Oct 12): ‘tfma15’ /MyDigitalVidya /digitalvidya bit.ly/dv-grpwww.digitalvidya.com © Digital Vidya

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