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Online Brand Management Pubcon Vegas09

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Krista Neher
Krista Neher

The document discusses online brand management and reputation issues. It notes that brands now have less control online as everyone can influence the brand message. It provides principles for online brand management like being consistent, transparent, and assuming everything is public. It also discusses the importance of monitoring brand sentiment, responding to positive and negative comments respectfully, showing appreciation for brand advocates, and addressing the root causes of any negativity rather than censoring critics.

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Online Brand Management Issues Krista Neher Company: www.bootcampdigital.com Blog: www.themarketess.com Email: krista@themarketess.com Twitter: @kristaneher
About Me….. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Like it or not, you have a brand. ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Internet Changes Everything
The Internet Changed Branding ,[object Object],[object Object],[object Object],[object Object],[object Object]
The Good News? You Can Influence It
Principles for Online Brand Management
The Walls are Falling
You Are Not Always in Control
Be Consistent
Be Transparent
Assume that Everything is Public
Set Clear Expectations
3 Steps to Online Reputation Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Respond ,[object Object],[object Object],[object Object]
 
Show some Love
Your advocates will defend your brand for you
 
What about people who hate on you?
Why do people hate on you? Get to the root of the issue.
6 Tips for Dealing with Negativity ,[object Object],[object Object]
2. Listen and try to understand.
3. Thank them for Caring.
4. Be Transparent and Explain
5. Build a community of passionate brand defenders.
6. Know when to walk away.
Doing it Wrong - RyanAir ,[object Object],[object Object]
Remember Blended/Universal Search Results
Let’s Connect! Krista Neher [email_address] @kristaneher www.bootcampdigital.com www.themarketess.com

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