social media marketing

1. Online
Reputation
Management
This presentation and the information contained
within is confidential property of reputation.com and
cannot be distributed to a 3rd party without the
express written consent of Reputation.com
Copyright of Reputation.com

2. 2005
2013
Copyright of Reputation.com

3. Migration From Traditional Media Continues to Accelerate
The World Continues to M
ove
CoO
pn
ylriin
ge
htof Reputation.com
0.3
0.5
0.8
1.0
1.4
1.8
2.3
2.7
3.2
3.5
95 97 99 01 03 05 07 09 11 13 15 16
Source: World Bank 2016
Billions
Of
Users
INTERNET USERS GLOBALLY

4. Internet Accessed Primarily v
C
i
a
o
p
M
y
o
r
i
b
g
i
h
l
e
tof Reputation.com
2.02 2.07 2.11
0.53
1.22 1.54
2.18 2.4 2.57
3.0
2.15 2.18 2.2 2.22
12 13 14 15 16 17 18
Hours
Per
Day
DAILY TIME SPENT CONSUMING DIGITAL MEDIA - UK
Desktop Mobile
Source: eMarketer 2016
Consumers Aggressively Shifting Usage to Mobile Devices

5. Online Reputation Manageme
C
n
o
tp
P
yr
ro
ig
g
h
rtao
m
fm
Re
eputation.com
 Diagnose
 Improve
 Audit
 Correct
 Monitor
 Publish
 Advertise
 Build
 Report
 Share
Business
Listings
Social
Media
Enterprise
Reporting
Operational
Insights
Reviews Surveys
 Monitor
 Request
 Respond
 Share
 CEO & Local
 Benchmarks

6. ORM Programme – Phase 1
Phase 1
Close the Gap
Take control of your online presence and
align online reputation with actual
customer satisfaction
• Audit core business listings
• Monitor & respond to 3rd party
reviews
• Take control of Social
Customer Satisfaction
Copyright of Reputation.com

7. Digital Trends -marketing i
s
C
b
o
e
p
c
y
o
r
m
i
g
h
i
n
tg
o
f
h
R
y
e
p
p
e
u
rt
l
a
o
t
c
i
o
a
n
l.com
A Single Brand
With Thousands
of Locations
Each Location
Has a Reputation
on 20+ Sites
Resulting in…
Over 40,000
Points of Presence to Manage
Marketing Moving to Thousands of Points of Presence … Requiring Technology
2,000+
CoffeeShops

8. ORM Programme – Audit your
C
l
i
s
o
t
i
p
n
y
g
r
s
i
g
a
h
n
t
d
o
m
fa
Rn
ea
g
pe
utr
ae
v
tii
oe
nw
.s
com

9. Audit core business listings Copyright of Reputation.com
…Every Location
…Across
Every Review
Site

10. Leading Coffee Group Reviews by S
C
o
o
u
p
r
c
y
e
r
i
–
g
h
P
a
ts
ot
f1
R2
em
po
un
tat
h
ts
ion.com
Is now the leading review platform for restaurants

11. Respond to Reviews
This is a very familiar trend across the sector
Copyright of Reputation.com

12. Respond
Across All
Review Sites
Have a review response stratC
eg
op
yyright of Reputation.com
Review
Response
Templates
Your opinion matters
Simple thank you
Simple thank you 2

13. ORM Programme – Phase 2
Phase 1
Close the Gap
Align online reputation with actual
customer satisfaction
• Audit and core business
listings
• Monitor & respond to 3rd party
reviews
• Take control of Social
Customer Satisfaction
• Correct core business listings
• Proactively ask for reviews
• Survey customers early & often
• Gain insights to improve
• Respond to feedback with care
Phase 2
Raise the Bar
Improve by uncovering and addressing
emerging or recurring customer issues
Copyright of Reputation.com

14. Google Control iOS and A
n
drCooidpySre
iga
hrtc
h
ofReputation.com
Google Paying
Apple $3 Billion to
be the Default iOS
Search Engine

15. ORM Programme – Audit your
C
l
i
s
o
t
i
p
n
y
g
r
s
i
g
a
h
n
t
d
o
m
fa
Rn
ea
g
pe
utr
ae
v
tii
oe
nw
.s
com
You want to be in the top 3
Influencing reputation factors:
• Accuracy of your data
• Review star average
• Review volume
• Review recentness
• Responding to reviews

16. Digital Trends: Google LensCopyright of Reputation.com

17. Digital Trends – Social
1.7B
Each Month
1B
Each Month
1B
Each Month
500M
Each Month
All owned by Facebook
Copyright of Reputation.com

18. Digital Trends -On-ramp: S
o
C
c
i
o
a
p
lyright of Reputation.com

19. Correct core business listingC
s opyright of Reputation.com
Fix Errors
in Business
Listings to
Rank
Higher
Update Meta
Descriptions to
Improve Visibility

20. Proactively request review f
e
C
e
d
o
b
p
a
y
r
c
i
k
g
h
tof Reputation.com
SMS
Templates
Email
Templates

21. Survey customers to gain d
e
e
C
p
o
e
p
r
y
r
i
n
i
g
s
h
i
g
tohftsReputation.com

22. Analyse all feedback to operaCtoiopnyarilglyhtimofpRroepveutation.com
Analyse performance
across key operational
categories
Look for themes and
keyword trends in
customer feedback

23. ORM Programme
Phase 1
Close the Gap
Align online reputation with actual
customer satisfaction
• Monitor & respond to 3rd party
reviews
• Audit and core business
listings
• Take control of Social
Customer Satisfaction
• Survey customers early & often
• Respond to feedback with care
• Gain insights to improve
Phase 2
Raise the Bar
Improve by uncovering and addressing
emerging or recurring customer issues
• Drive improvements from your locations
• Grow advocacy and promote stories
• Monitor competitors & build loyalty
Phase 3
Boost Revenue
Empower each location to protect their
reputation, beat local competitors, and grow
customer loyalty
Copyright of Reputation.com

24. Drive improvements from yoC
ur
op
lo
yc
ria
gt
h
io
t n
os
f Reputation.com
 Compare locations
 Identify performers
and laggards by
category
 Take learnings from
the best locations

25. Drive improvements from yoC
ur
op
lo
yc
ria
gt
h
io
t n
os
f Reputation.com
Don’t complicate
things with to many
metrics

26. Reviews: Share
Share Your
Reputation on
Your Site
Copyright of Reputation.com

27. Surveys: Share
Show Survey
Results on Your
Site, this is also
great fresh
unique content
to boost your
local SEO
Copyright of Reputation.com

28.  Compare against brands
nationally
 Compare regions
 Monitor: review volume,
star rating & Reputation
Score
Competitor Brand MonitoringCopyright of Reputation.com
McDonalds Burger King KFC
Subway Five Guys Nandos

29.  Compare local
competitors
performance
Monitor competitors Copyright of Reputation.com

30. Reputation Drives Revenue
Reputation stands between marketing spend and
new customers
Ratings
Marketing Spend
£
Revenue
Copyright of Reputation.com