Reputation Management, Insights & Tactics


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The truth is you, as a manager, entrepreneur, business owner or powerful CEO do not control your brand reputation. Your customers, employees and the public do. What you can control is taking the good things about your brand, and amplifying messages about them to your audiences. Brand reputation management is just good customer service using new technology. Don't ignore, don't mistreat it and most importantly have a plan to manage it or it will manage you.

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Reputation Management, Insights & Tactics

  1. 1. BRAND REPUTATION MANAGEMENT Insights & Tactics
  2. 2. Tourists only know what they read about you:
  3. 3. How? 95% Smartphone users conduct online searches related to businesses of interest. Nielsen, Oct. 2012
  4. 4. How? 60% Consumers say online ratings and reviews are important when researching businesses. -, July 2013
  5. 5. How? 40% of personal travelers 46% of business travelers Use social media to share travel experiences. - “Think Insights,” Google, Jan. 2013
  6. 6. Hell Hath No Fury
  7. 7. Hell Hath No Fury
  8. 8. Hell Hath No Fury
  9. 9. Hell Hath No Fury
  10. 10. Hell Hath No Fury
  11. 11. Hell Hath No Fury
  12. 12. So What’s The Impact?
  13. 13. Impact Stats 89% Consumers say they stop doing business with a company after experiencing poor customer service. - RightNow Customer Experience Impact Report, Aug. 2013
  14. 14. Impact Stats 65% Consumers say a management response to an online review will sway them to choose the business or service. - “Think Insights,” Google, Jan. 2013
  15. 15. Impact Stats Consumers reactions to brands responding to online reviews. 41% say businesses care. 35%say businesses have great customer service. 22%say businesses are trustworthy. - Bazaarvoice, Oct. 2013
  16. 16. Customers aren’t the only ones in control of your reputation
  17. 17. You Can Protect& Even Enhance Your Online Reputation
  18. 18. 1. Know What They Are Saying
  19. 19. Know What They Are Saying • Set up Google Alerts for your brand • Evaluate and select monitoring tools like: – – – – SocialMention Trackur Mention CustomScoop • Download and learn to use apps for your brand’s social media platforms.
  20. 20. 2. Stay Connected
  21. 21. Stay Connected The #1 reason consumers leave negative reviews is because they cannot get satisfaction elsewhere. • Have a customer service plan. • Set a goal of responding to customer inquiries within 30 to 60 minutes. • Establish protocols for various responses. • Follow up with customers afterward.
  22. 22. 3. Honor Thy Customer
  23. 23. Honor Thy Customer Upset customers want your E.A.R: • Empathy • Apology • Remedy
  24. 24. 4. Build Your Reputation
  25. 25. Build Your Reputation • Start a blog. • Solicit customer testimonials. • Ask customers to Like and Follow your company on social media. • Offer perks to the really happy customers.
  26. 26. Build Your Reputation • Ask happy customers to review your business on select sites. • Issue press releases when there is news to share. • RESPOND to online feedback from customers.
  27. 27. 5. Ask for Help
  28. 28. Ask For Help • Recognize the difference between an online complaint and a potential legal issue. • Consider hiring a freelancer or agency to ensure ROI and to protect your reputation. • Don’t post in a vacuum. Get feedback on drafts of sensitive posts.
  29. 29. Thank you!