Consumers have many platforms to voice their opinions on your products and services. You need to proactively listening out there, engage and converse with the consumers, and manage any grievance or negative sentiment fast to avoid brand damage - manage your Reputation online! This Presentation was presented by Don Tan, Senior VP Business Consultancy of 121advisor Malaysia in its first Insurance 2.0 Seminar in Malaysia, organized by 121advisor and Webassurance.org.

1. 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor WEB REPUTATIONMANAGEMENT Insurance 2.0 : Engaging and Conversing Online By Don Tan, Senior VP Business Consultancy

2. Insurance 2.0 : Web Reputation Management 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 2

3. Consumers have many CHOICES these days!Thanks to the Social Web… 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 3 Watch Intro Video at http://www.youtube.com/watch?v=SQFQLQWgR7U

4. It could be disastrous…… if you’re not listening ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 4 Unmonitored Issues Unattended Problems Unmanaged Grievances Unexpected Outburst

5. It could be disastrous…… if you’re not listening ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 5

6. Brand Terrorist in the Social Web… if you’re not engaging and managing it ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 6

7. You need to be prepared…… prevention is better than cure ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 7 ENGAGE LISTEN CONTAIN

8. “CONTAINER” INTHE SOCIAL WEB ! Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

9. Confine and Manage the Damage… within a Contained Space ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 9 confine

10. Have Your Social Web Channels… confine and manage the noises ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 10 compliments grievance

12. Start Early !

13. Secure your Identify !

14. Don’t leave it unsupported !

15. Plan First before You Start

16. Plan WHERE to do it – where your customers are !

17. Plan WHAT to put in – important information about you !

18. Plan WHO to champion it – Social Media Ambassador !

19. Train Your “Professional” or Use “Trained Professional”

20. Set Up correctly – e.g. FB page, not person or group

21. Manage correctly – e.g. marketing vs feedback page

23. Social Media MonitoringA Listening Tool 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 13 … and many more

25. How Wide ?

26. How Extensive ?

27. How Critical ?

28. Your Resources

29. Trained Resources Availability

30. Insourcing or Outsourcing

31. Your Financial Budget

32. Monthly Software Costs

34. Engaging and Conversing… be responsive and cool down the outburst ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 16

36. Establish a Team

37. Appoint a Champion – Social Media Ambassador !

38. Train them !

39. Your Operating Procedures

40. Define Individual’s Role clearly

41. Establish response processes : who, what, when, how ?

42. Prepare responses script / template (avoid pitfalls)

43. Your Contingency Plan

44. What if it exploded ? Get help !Watch Intro Video at http://www.youtube.com/watch?v=XHXb1Cr7l9k

45. 121advisorfor THE SOCIAL WEB Private & Confidential | Copyright 2011 @ 121advisor 21 July 2011

46. Start Early…… before it is too late ! 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 19 ENGAGE LISTEN CONTAIN

47. About 121advisor’s Social Media ManagementHow Can We Help … 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 20 Social Media Consultancy Social Channel Setup & Training Social Network Marketing Online Reputation Management Social Media Outsourcing

48. More Ideas? Follow Webassurance.org!www.Webassurance.org or Facebook.com/Webassurance.org 21 July 2011 Private & Confidential | Copyright 2011 @ 121advisor Page 21

49. THANK YOU Private & Confidential | Copyright 2011 @ 121advisor Web : www.121advisor.com | Email : mail@121advisor.com Tel: +60-3-7498-5212 | Fax: +60-3-7955-6363 Follow Us : Facebook | Twitter | LinkedIn | YouTube | Webassurance.org Blog Address : Suite 1208, Level 12 Amcorp Tower, Amcorp Trade Centre, No. 18, Persiaran Barat, 46050 Petaling Jaya, Selangor 21 July 2011