What People Talk About You Online

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What People Talk About You Online

  1. 1. 27-April-2011 Action Coach Penang, Malaysia by WeelyCh’ng<br />Your Visionary IT Partner<br />Your Visionary IT Partner<br />
  2. 2. What<br /> do people<br />talk about you online<br />
  3. 3. employee<br />clients<br />friends<br />products<br />brand<br />competitors<br />customers<br />family<br />rival<br />name<br />noisy world<br />business<br />Online presence<br />services<br />you<br />
  4. 4.
  5. 5. Just google it !<br />
  6. 6. Google Advanced Search<br />
  7. 7. Facts, but not real !<br />
  8. 8. We All Live In Public Now.Get Used To It.<br /><ul><li> Web becomes more social
  9. 9. People are over-sharing
  10. 10. Privacy is dead, we all live in public now
  11. 11. Privacy will still live on, but will be so transformed as to become almost unrecognizable</li></ul>Just Deal With It<br />http://www.techcrunch.com/2009/12/30/we-all-live-in-public/<br />
  12. 12. Digital Life<br />Transparent Life<br />“ Your iPhone tracks you everywhere you go, and so do most phones these days. You knew that already. The reason this is a big story now is because it turns out that for the past 10 months Apple has been keeping your location data on a file in your iPhone itself where someone who knows how to get it, and has possession of your phone, could find it and figure out where you’ve been.”<br />http://techcrunch.com/2011/04/21/apple-tracking-location-database/<br />
  13. 13. Transparent Life<br /> “ Apple has been under scrutiny over location data privacy concerns, but the Wall Street Journal reports that Google collects location information multiple times an hour. Google Android phones collect user location information as well as details about surrounding Wi-Fi access points, according to security analysts. The data collection spurs a multi-billion dollar location-based services market. ”<br />http://online.wsj.com/article/SB10001424052748703983704576277101723453610.html<br />
  14. 14. Google Trends<br />
  15. 15. Google Keyword Tool<br />
  16. 16. Google Alerts<br />
  17. 17.
  18. 18.
  19. 19.
  20. 20. “I just got a new Delllaptop and paid a fortune for the four-year, in-home service. The machine is a lemon and the service is a lie. I'm having all kinds of trouble with the hardware: overheats, network doesn't work, maxes out on CPU usage. It's a lemon. ”<br />This comment strikes at the heart of the company: the product, the service, marketing, pricing and, most critically, the Dell brand.<br />
  21. 21. Learning from Dell—Insights gained from Menchaca's presentation Oct 25 2007, San Jose, California<br /><ul><li>Customers are in control. Work with them and learn from them.
  22. 22. Real conversations are two-way.
  23. 23. Think before you talk—but always be yourself.
  24. 24. Address any form of dissatisfaction head on.
  25. 25. Be aware that any conversation can become global at any time.
  26. 26. Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.
  27. 27. Don't be afraid to apologize.
  28. 28. Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.
  29. 29. One customer is part of many communities.
  30. 30. Teamwork, transparency and frequent consistent communication are key in this new world.
  31. 31. No shortcuts are possible. Implementing business change requires much effort across departments. </li></ul>http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did<br />
  32. 32.
  33. 33. Think “Dell hell”<br />A few mistreated consumers can cause tremendous damage to brands by blogging or posting a video on YouTube.<br />Think Free marketing<br />Happy consumers can create a groundswell of support, which has helped lift online retailer Zappos to $1 billion in annual sales in just a few years. <br />
  34. 34. http://en.wikipedia.org/wiki/Email<br />
  35. 35. http://en.wikipedia.org/wiki/Rss<br />
  36. 36. Consumer usage of social media has exploded in recent years, including blogs, review sites, Facebook and more recently, Twitter. <br />There are now lots of options to rave about great experiences or vent about bad ones. <br />
  37. 37. http://en.wikipedia.org/wiki/Facebook<br />
  38. 38. http://en.wikipedia.org/wiki/Twitter<br />
  39. 39. twitter.com<br />
  40. 40. Twitter is becoming a common channel for consumers to voice their complaints about poor service experiences. <br /> Using the Twitter API, enterprise applications can search on brand or product names to capture tweets for analysis. Using sentiment analysis, negative tweets can be identified for priority handling by customer service reps.<br />
  41. 41. twitterfall.com<br />
  42. 42. It’s true that social media is a chaotic and noisy world where it can be challenging to “separate the wheat from the chaff.” Plus, how do you know that the complainers are really your customers? Despite these challenges, you can’t afford to turn a deaf ear to social voices.<br />
  43. 43. socialmention.com<br />
  44. 44. What you expect to see?<br />
  45. 45. Group efforts & members contribution<br />
  46. 46. Case Sharing…<br />Online Business vs Online Forum<br />Venue Rental vsFacebook + Press Conference<br />Warranty Item vs Phone Call Threat (Facebook)<br />FACEBOOK: P1 vsStreamyx<br />
  47. 47. Learning from Dell—Insights gained from Menchaca's presentation Oct 25 2007, San Jose, California<br /><ul><li>Customers are in control. Work with them and learn from them.
  48. 48. Real conversations are two-way.
  49. 49. Think before you talk—but always be yourself.
  50. 50. Address any form of dissatisfaction head on.
  51. 51. Be aware that any conversation can become global at any time.
  52. 52. Size doesn't matter—relevance does. Just as one journalist can trigger a newscycle, one blogger can do the same.
  53. 53. Don't be afraid to apologize.
  54. 54. Develop direct links to customer community (IdeaStorm for Dell), listen for how we can improve.
  55. 55. One customer is part of many communities.
  56. 56. Teamwork, transparency and frequent consistent communication are key in this new world.
  57. 57. No shortcuts are possible. Implementing business change requires much effort across departments. </li></ul>http://www.customerthink.com/article/you_can_learn_dell_hell_dell_did<br />
  58. 58. http://universe.daylife.com/<br />
  59. 59. http://www.gapminder.org/<br />
  60. 60. http://www.wefeelfine.org/<br />
  61. 61. Your Visionary IT Partner<br />End<br />Thank you!<br />Topic sharing<br />

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