Are you aware of the online conversations about your brand and its effects? What about your ex-employees? Are you aware of what your customers are saying about you? What about your competitors? Do you know how people view your organization
Whats Online that can hurt your Brand?Today conducting research about others online is common. If you are lookingfor a job, product review or using social networking sites, other people may beactively searching for information on you.For example, over 40% of customers buy only after looking at productrecommendations they find online. Searchable content includes: Facebook, MySpace and Twitter updates Video and photo sharing Blog entries Professional social networking sites (e.g. Linked In) Private information that is now online (where you live, your income, political affiliations, etc.)
Just remember information travels quickly across the internet.Voice and Opinion websites like mouthshut.com &consumercomplaints.in have plethora of feedback to bemonitored.
Online Reputation ManagementOnline Reputation Management is the process of measuring, monitoring andshaping conversations about your brand, on the Internet. In simple terms, itinvolves : Listening to the online conversation around your brand. Understanding what is being said about it and why they are saying it. Interacting with your consumers to mitigate any damage to your brand that could potentially arise.
Starbucks Coffee – Ideas Invitation Starbucks doing it right. Starbucks gave their consumers a voice. Resulting in over 50,000 product ideas As a result Starbucks has : • 20,260,044 Facebook fans • Promoted 80000 times • Posted 16510 daily comments Starbucks has • Implemented 75653 ideas
Dell Computers -Community Dell took a step ahead and created a community which allowed customers to post ideas & feedback online and this helped Dell analyzing sentiments and gauge new ideas As a result Dell Community has : • Contributed 14,150 ideas • Promoted 722,067 times • Posted 89,536 comments Dell has • Implemented 416 ideas
How can we help?Suntech Online is the firm which specializes in Online Marketing Strategy and ReputationManagement. We adopt a hands-on approach and work with the leadership teams of ourclients and derive value in seeing assignments through end-to-end implementation. Protect your personal information We find and remove your company data from sites that sell it. Define your image with positive conversations We help you promote a truthful online image that you control. Defend your reputation by prompt paging on any negative comment We defend you against attacks, rumours and distortions online. Monitor your companies image & conversations pertaining to in on social media & other channels. We provide on-going, deep Internet monitoring. A Print or TV media advertisement is an expensive & one time activity with limited visibility, where as Online Reputation is evergreen, always searchable and affordable.
Our MethodologyPre analysis Online Reputation Brand Management• Analyze Current Reputation of Planning • Execute agreed strategy the Brand / Product • Break out Action Elements through continuous• Current conversations and from Strategy engagement Feedbacks • Marketing & Communication • Work with internal• Detail out keywords budget functions – Sales, Legal, phrases used for your Bran Corporate communications • Suntech, online social as required Products media, advertising, voice• Timelines & Resource of customer, customer • Drive 3rd party agencies requirement estimation engagement like research, creative, and social media • Finalizing Business Goals • Operate as ‘Online • Removal of Negative Reputation Management comments on Search team’ Engines
Whats your Online - Reputation Score Based of the key mentions collated Suntech team works on calculating: Reputation Score Conversation Value Data Segmentation Current online sentiment Total monetary value of your brand online. In most cases, a number of pre-defined reports are required by our clients, Suntech online Team will produce full reports based on any combination of the variables available. As these can be used by senior executives or the team for a quick review of the brands situation - or any other specific area of interest. There is no limit to the number of saved reports which YOU can have.
Data Segmentation & Classification Tracking the success of marketing, communication or brand campaigns both in terms of volume of conversation and the overall effect on reputation. Track the success of your brands reputation over a period of time. We help you to understand the relationship between volume of conversation and your brands reputation. Our Reports allow you to compare the success of various campaigns & increasing awareness along with improving the brands perception.
Tracking Your Brand’s Online ConversationsDetails Such as All interaction is recorded for future use to ensure a thorough history of a specific author is available and understood. Authors information This includes the actual information and written context of the mention (including title)
Our Engagement Model• Advisory : Consultation based , normally for specific issues/situations – For example, a customer has put negatives comments on one of the forums - how should we react? – A set of 2 to 3 discussion sessions followed by submission of recommendations – Third party agencies are not involved in such engagements.• Project : Focused on creating a Online Reputation Strategy & Plan – In-depth engagement with a specific time frame – Engage with multiple functions like Customer services and Corporate communications – Work with 3rd party agencies like mouthshut.com, social media websites, market research as required• Online Reputation Management Service: Create & Execute Strategy – Continuous engagement with internal functions and 3rd party agencies
Our Delivering Value• Cornerstones of delivering value – Hands on, ‘roll up sleeves’ approach – Utilize our multi-functional, multi-industry experience – Pragmatic, ‘real world’ thinking – Take accountability for recommendations and actions• Alliance partners for specific needs as required – Internet Marketing – Data Analytics • Sales information, conversations management • Loyalty programs
In SummaryIn order to get better Online Reputation, Suntech Online Servicesensures that your feedback is:• Is clean & rational accessible to customers• Deliver results of positive feedback that are relevant to your brand/productkeywords.• Topically relevant & Highly credible.