Online Reputation Management


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This PPT explains the evolving usage of social media platforms for people to express their opinions. It's become important for companies and brand to track what is being spoken about them. We help companies do that by using our proprietary software called WORM

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Online Reputation Management

  1. 1. Online Reputation Management
  2. 2. People had very few ways of making themselves heard in public! Till a few years back… Consumers have a voice! unfiltered
  3. 3. Now….. Consumers have a voice! unfiltered
  4. 4. They are sharing experiences on review sites … And seeking opinions before making a purchase decision
  5. 5. Various stakeholders are talking online… … that creates a constant brand reputation risk! Shareholders Company Employees (Potential, Ex & Current) Investors / Financial Institutions Consumers Influencers (Government Industry Bodies) Human Rights Media
  6. 6. How can Windchimes help companies? <ul><li>Use of our proprietary tool WORM™ (Windchimes Online Reputation Management) </li></ul><ul><li>The report gives out graphs on various parameters </li></ul><ul><ul><li>Share of voice of the company </li></ul></ul><ul><ul><li>Source of mention </li></ul></ul><ul><ul><li>Nature of mentions </li></ul></ul><ul><ul><li>Tonality of the mention </li></ul></ul><ul><ul><li>Nature of Issues </li></ul></ul><ul><ul><li>Criticality wise mentions </li></ul></ul><ul><ul><li>Platform wise split of mentions </li></ul></ul>High Point = Use of Technology + Manual Intervention
  7. 7. Snapshots of Graphs Tonality Wise Mentions Graph Platform Wise Mentions Graph
  8. 8. Snapshots of various Graphs Split between Corporate & Brand Mentions Graph Nature of Mentions Graph
  9. 9. Generate list of influencers for your brand List of Bloggers with links to their blogs List of people who tweeted & their links Ease in exporting data and emailing to colleagues
  10. 10. Analysis & Action Alerts for each negative alert <ul><li>Using WORM algorithm, all negative mentions are assigned a criticality rating of P1, P2 or P3 </li></ul><ul><li>SMS Alerts will be sent to Client for P1 mentions </li></ul>Analysis of each negative mention Recommendation for each negative Criticality rating for each negative mention
  11. 11. Value Adds – Responding to negative Mentions <ul><li>As Opt-In service, Windchimes will revert to all negative mentions on behalf of the client </li></ul><ul><li>Prepare a list of FAQs with client on responding to consumer online queries </li></ul><ul><li>Closing the complaints online after the company has resolved the issue with consumer </li></ul>
  12. 12. Monitoring Reports <ul><li>Daily Monitoring Reports will be sent across to clients </li></ul><ul><li>Also detailed monthly report with analysis of all mentions will be emailed </li></ul>Individual username & password for clients for preparing & downloading customized graphs & reports over various time periods
  13. 13. Safeguarding reputation during crisis <ul><li>Intervene for each mention , if possible, and provide the correct point of view before issue flares up! </li></ul><ul><li>Open channels of dialogue with key bloggers, community owners and online media and present company point of view </li></ul><ul><li>During crisis, the frequency of tracking and monitoring of company increases </li></ul><ul><li>Windchimes will consult with the company and formulate appropriate response </li></ul>
  14. 14. Thank You