1. Reputation Management Tool
Presented By,
G. Prabhakaran,
I – MBA – ‘B’,
KSR CT

2. DEFINITION
Activities performed by individual or organization which
attempt to maintain or create a certain frame of mind regarding themselves
in the public eye. Reputation management is the process of identifying
what other people are saying or feeling about you or your business; and
taking steps to ensure that the general consensus is in line with your goals.
Many people and organizations use various forms of social media to
monitor their reputation.

3. Why It Is Important?
When it comes to building positive awareness about a
brand, it takes a lot of time and effort to build and maintain a company’s
online reputation Just like in the physical world a reputation is all a
business.
It provides marketing stability, protects against unchecked
defamation, and most importantly, allows a company to “put its best face
forward” in the online world.

5. NetBiz.com
A Storm was Brewing Online…A Case of Dissatisfied Customer
 NetBiz is an online internet marketing company since 2002
 More than 12,000 small business clients
 A Case of Dissatisfied Customer Service and the poor services were
 posted online in forums
– Started off with online customer opinions forum
– Got spread to Blogs, Twitter, LinkedIn and other social networking
sites
 NetBiz failed to listen and pay attention to the small talks online
– A great deal was said that were both truth and distorted truth
– But it was enough to create a stream of news
 Results
– A bad reputation in the market
– Profits got hit, Business Dropped
– Every customer starts to complain and took the opportunity to add to
the fuels

6. Reputation Management Process

9. • You must implement a Measurement System that gauges how much
people are talking about you and whether the sentiment is positive or
negative.
• Your Measurement System Strategy needs to tell you how many
times you were mentioned a month, what the sentiment ratio was
positive to negative, and your effectiveness in customer service
(getting people to delete negative mentions or
ratings).

11. NetBiz – Changes for the Better
 1. Start to Listen
– Use monitoring tools to monitor the discussion of their brand
online
 2. Created accounts in other social network sites to listen to what
others have to say – E.g. Facebook, Twitter, LinkedIn.
 3. Engage with their customers by posting contents online
 4. Started a customer service online to handle any
 complaints, criticisms and negative comments
 5. Build a NetBiz community online to make themselves to be more
visible and accessible

12. Thank You!