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1. Online Brand ReputationOnline Brand Reputation
Monitoring and ManagementMonitoring and Management
A Wakeup CallA Wakeup Call

2.  Why the wakeup call now?
 Problems & Opportunities
 What do you do about it?
 Research & Monitor
 Improve your visibility
 Engage
 Tools you can use
 Checklist of Next Steps

3. Facebook, Twitter, YouTube, its all over the news.
But they’re for kids, right?
 Despite overwhelming shifts in media
behavior, most executives still put more
weight on mainstream media channel
messaging than online communities.
 Fewer than 40% have Googled their
own name.

4.  Half of survey respondents said they
considered information seen on their social
networks when making a decision
 65% in the 18-24 age demographic

5. 1. Marketers used to control the
conversation: Radio, TV and print
advertising was expensive and we
listened because it paid for our
entertainment.
2. Customer Controls the
conversation: Blogging and online
social media gave every internet user a
platform to publicly broadcast their
observations and opinions in an instant.

6. “It” does, if you do!
AlpacaDirect.com implemented an independent review
service on their site, and “saw sales climb 23% on products
that had reviews.”
Internet shoppers rank reviews as the most desired feature
of a Web site, according to a recent survey by Forrester
Research.

7.  Customer is King
 Develop and Foster the culture of
 Trust
 Conversation
 Engagement

9. 1. Research and monitor
communications about your
brand
2. Build up your brand visibility
3. Engage with customers and
clients

11.  Research and protect your
brand and trade names
 Don’t let someone else
become
“Facebook/YourCompany”
 KnowEm.com – free or paid

12.  Do Proactive Searches:
 Google
 Twitter

13.  Google Alerts,
 Search.Twitter.com

14. Now You Know Where You Are….
What Next?

16.  Is your brand name prominent
on your site?
 Is it the HTML Title of a page
about you?
 Does the Description of your
About page contain the brand
name?
 Are your key employees
included on the site?

17.  Google Plus Profile
 Facebook.com/pages/
 http://www.brownbook.net/
 http://www.manta.com/claim

18.  Blog
 Press releases
 YouTube video

20. http://www.consumercourt.in/product-services/85044-my-bad-experience-www-
snapdeal-com.html

21. Use a 3rd
Party Feedback Service
Impact of Feeback on Buying:
Marketing Experiments Journal study found the conversion rate
increased from 0.47% to 0.88%, an increase of 87% when
customer reviews were present

22.  In house or outside service
 Daily monitoring
 Daily responding
 Alerting and reporting

23.  Survey clients and develop your responses
 Check your Google search engine result
rankings for industry keywords
 Setup daily Google Alerts
 Start or add to your blog: top 10 things you
have to explain over and over
 Pick a social media site and engage
 Assign someone to monitor the feedback

24.  Research and Monitor
 Build Brand Visibility
 Engage with Clients