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Reputation management tips from Shashi Bellamkonda of Network Solutions

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Presentation "Feel the LOVE: Managing Online Reputation for your Business" at BlogWorld New York May 2011
http://blogworld-nyc2011.sched.org/event/5a1a0d5d6f311ccef999c0cf8bc32782

See tweets from the session http://storify.com/shashib/blogworld-new-york-shashi-bellamkonda-session
Coverage on SocialTimes- http://socialtimes.com/blogworld-expo-ny-1_b64092

Published in: Business, Technology
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Reputation management tips from Shashi Bellamkonda of Network Solutions

  1. 1.  Feel the LOVE: Managing Online Reputation for your Business<br />Shashi Bellamkonda<br />Social Media Swami <br />Network Solutions<br />@shashib 1<br />
  2. 2. Thanks! Glad to be here<br />Come by our nsMobile Lounge #109 @ #BWENY<br />Download our Mobile Marketing eGuidehttp://bit.ly/smbmobile<br />Join us at NYC404, meet Gary Vaynerchuck<br />2<br />
  3. 3. Objective: Win Favor from the Public<br />Bridge the gap:<br /><ul><li>Who we are
  4. 4. Who we say we are
  5. 5. Who the public thinks we are</li></ul>3<br />
  6. 6. Changing Communication<br />4<br />
  7. 7. Real-time<br />
  8. 8. 4 Point Social Media Strategy<br />Brand / Reputation Management<br />Connecting with Customers<br />Community Outreach<br />Get new business<br />6<br />
  9. 9. Following this Mantra <br />LISTEN<br />PARTICIPATE<br />CONTRIBUTE<br />Photo: courtesy: http://flickr.com/photos/metrojp/92038203/<br />Photo Courtesy: http://flickr.com/photos/redcarpet/50339009/<br />Photo Courtesy: http://flickr.com/photos/presta/129832836/<br />
  10. 10. Get Your Engagement Ninjas Ready<br />8<br />Source : http://www.flickr.com/photos/jeyhun85/4684047177/<br />
  11. 11. Tactical Manifesto <br />Monitor brand<br />Communicate<br />Answer customers<br />Use quick response tools<br />Community Outreach<br />9<br />
  12. 12. Reactive or Proactive<br />10<br />
  13. 13. Reactive Right<br />11<br />
  14. 14. 10 Trends<br />12<br />
  15. 15. 1: Thought Leadership Conversations<br />Beyond Brand terms<br />Topics customers care about<br />Picture credit http://www.flickr.com/photos/cambodia4kidsorg/3789714840/sizes/o/<br />13<br />
  16. 16. 2: Community Building through Content <br />14<br />
  17. 17. 3: Extend your Brand <br />Contribution from the community<br />Contribute to other blogs<br />15<br />
  18. 18. 4: Local Events<br />Get Involved<br />16<br />
  19. 19. 5: Social Research<br />17<br />
  20. 20. 6: Real Time Virtual Events<br />Tweetchats<br />Livestream<br />18<br />
  21. 21. 7: Transparency During Crisis<br />Don’t leave people in the dark<br />19<br />
  22. 22. 8: Advisory Board<br />20<br />
  23. 23. 9: Outreach to Senders<br />People who send people to spend<br />Thank you Carol Roth author The Entrepreneur Equation<br />21<br />
  24. 24. 10: Multimedia Story Telling<br />22<br />
  25. 25. Network SolutionsStrategy<br />23<br />
  26. 26. Humanize the Brand<br />http://www.flickr.com/photos/kyeung808/3851709164/sizes/l/<br />
  27. 27. Network Solutions Listening Post <br />Tools<br />25<br />
  28. 28. Community Building Through Content<br /><ul><li>Blogs = new audience
  29. 29. Organic traffic
  30. 30. Link back
  31. 31. Guest posts
  32. 32. Foster community
  33. 33. Conversation
  34. 34. Useful for crisis response</li></ul>26<br />
  35. 35. Guest Posts Help Brand<br />27<br />
  36. 36. Breaking Bread with Community<br />28<br />
  37. 37. Small Business Success Index<br />Assesses the current state of the U.S. small business<br />Sponsored in conjunction with the Robert H. Smith School of Business<br />Offers insight to the future of small businesses, helping them plan for their futures and assess their current needs<br />Six key dimensions:<br />Capital Access<br />Marketing & Innovation<br />Workforce<br />Customer Service<br />Computer Technology<br />Compliance<br />Network Solutions and CRT/tanaka developed a targeted promotion plan to generate media mentions online<br />29<br />
  38. 38. Real-time Media: Tweetchats<br />30<br />
  39. 39. Livestream: Mobile Marketing for Small Business <br />http://bit.ly/smbmobile<br />31<br />
  40. 40. Maintaining Reputation Amidst Crisis <br />Created an online forum to provide information to merchants and customers.<br />Generated over 50+ blog posts, which Network Solutions team responded. <br />Applauded by many for use of social media in crisis management support.<br />
  41. 41. Network Solutions Social Media Advisory Board<br />33<br />
  42. 42. Influencer Outreach / Brand Efforts<br />34<br /><ul><li>Only 8% of people we engage in conferences are customers
  43. 43. Customers who attend our conferences/ engage with us have a high per year ticket price
  44. 44. Conferences generate inbound links
  45. 45. 500 small business attended the GrowSmartBiz conference</li></li></ul><li>Storytelling Using Video<br />35<br />
  46. 46. Results<br />
  47. 47. Great Media Coverage <br />37<br />
  48. 48. Network Solutions Featured in Books<br />38<br />
  49. 49. Awards and Peer Recognition <br />2008 & 2010: Excellence in Online Reputation Management<br />Society for New Communications Research (SNCR) 2010 Excellence in New Communications Award.<br />Prestigious awards program honoring corporations that are pioneering the use of social media and Internet communications technologies (ICT).<br />Award is testament to Network Solutions’ high positive online sentiment from entrepreneurs and small businesses for providing resources and tools to advance their businesses in a tough economy.<br />2009 & 2011 Washingtonian 100 Tech Titan’s List for Community Leadership<br />39<br />
  50. 50. Social Media Biggest ROI: Online Reputation @ 72% Positive/Neutral<br />40<br />
  51. 51. Future Trends<br />Content Curation over Creation<br />Brands will seek to identify & cultivate Community Ambassadors<br />Social Validation trumps Advertising <br />41<br />
  52. 52. Takeaways <br />Consistent message across all channels<br />Clear expression of the Social Media mission<br />Transparent about expectations<br />Friendly conversations (reverse your scowls)<br />Move deeper discussions to “PUT” (Pick up the phone)<br />42<br />
  53. 53. Final Thoughts<br /><ul><li>Build relationships early
  54. 54. Changing perception requires participation
  55. 55. Humanizing the business
  56. 56. Approaching people at a personal level to change minds
  57. 57. Build trust and credibility over time</li></ul>43<br />
  58. 58. Questions<br />Shashi Bellamkonda<br />shashib@networksolutions.com<br />Follow On Twitter: @shashib<br />Managing Editor:<br />http://networksolutions.com/blog<br />http://networksolutions.com/smallbusiness/<br />http://WomenGrowBusiness.com <br />Personal Blogs:<br />Technology & Social Media: http://www.shashi.name<br />Digital Thoughts: http://readythoughts.com<br />Restaurant Reviews: http://www.carryoncurry.com<br />@shashib 44<br />

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