Online Reputation Management, Why? How?

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Why Online Reputation Management is important & How to manage it effectively!

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Online Reputation Management, Why? How?

  1. 1. The  Why?  The  How?  
  2. 2. http://1x.com/photo/54918/
  3. 3. Bad  Customer   Unsolved   Bad   Lost   Experience   Issues   Reputation   Revenue  
  4. 4. Public  Rela+ons* Public  Rela+onships•  Talk  to  Journalists,  Professionals   •  Talk  to  Customers,  People  •  One-­‐to-­‐Many   •  One-­‐to-­‐One  &  One-­‐to-­‐Many  •  Control  the  Brand   •  Manage  the  Brand  •  Push  the  Message   •  Engage  the  Community  •  Speak  as  a  Spokesman   •  Speak  as  a  Peer   *An  exaggeration  
  5. 5. Establishing   Touch-­‐‑ points  Customer   Service     Building  Customer   Relationships  
  6. 6. Listen   Respond   Engage  
  7. 7. Search  about  your  company:   1.  Company  Name   2.  Company  URL   3.  Products   4.  Public  Facing  Employees   5.  CompeSng  Products   6.  DescripSons   •   Company  Name    +  sucks   •   Company  Name  +  rocks   •   Company  Product  +  review  +  sucks  
  8. 8. In house Online Reputation Toolwww.socialorm.com
  9. 9. In house Twitter Tracking Tool
  10. 10. Listen  to  what  people   Talk  to  people  like   say   they’re  people   Reputation   Management   Engage  people  by   Measure  where  and  building  relationships   what  is  being  said  

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