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Online Reputation Management, Why? How?

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Why Online Reputation Management is important & How to manage it effectively!

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The  Why?  The  How?  
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Bad  Customer   Unsolved   Bad   Lost   Experience   Issues   Reputation   Revenue  
Public  Rela+ons* Public  Rela+onships •  Talk  to  Journalists,  Professionals   •  Talk  to  Customers,  People   •  One-­‐to-­‐Many   •  One-­‐to-­‐One  &  One-­‐to-­‐Many   •  Control  the  Brand   •  Manage  the  Brand   •  Push  the  Message   •  Engage  the  Community   •  Speak  as  a  Spokesman   •  Speak  as  a  Peer   *An  exaggeration  
Establishing   Touch-­‐‑ points   Customer   Service     Building  Customer   Relationships  
Listen   Respond   Engage  
Search  about  your  company:   1.  Company  Name   2.  Company  URL   3.  Products   4.  Public  Facing  Employees   5.  CompeSng  Products   6.  DescripSons   •   Company  Name    +  sucks   •   Company  Name  +  rocks   •   Company  Product  +  review  +  sucks  
In house Online Reputation Tool www.socialorm.com
In house Twitter Tracking Tool
Listen  to  what  people   Talk  to  people  like   say   they’re  people   Reputation   Management   Engage  people  by   Measure  where  and   building  relationships   what  is  being  said  
Online Reputation Management, Why? How?
Online Reputation Management, Why? How?

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Online Reputation Management, Why? How?

  • 1. The  Why?  The  How?  
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. Bad  Customer   Unsolved   Bad   Lost   Experience   Issues   Reputation   Revenue  
  • 8.
  • 9.
  • 10. Public  Rela+ons* Public  Rela+onships •  Talk  to  Journalists,  Professionals   •  Talk  to  Customers,  People   •  One-­‐to-­‐Many   •  One-­‐to-­‐One  &  One-­‐to-­‐Many   •  Control  the  Brand   •  Manage  the  Brand   •  Push  the  Message   •  Engage  the  Community   •  Speak  as  a  Spokesman   •  Speak  as  a  Peer   *An  exaggeration  
  • 11.
  • 12. Establishing   Touch-­‐‑ points   Customer   Service     Building  Customer   Relationships  
  • 13. Listen   Respond   Engage  
  • 14.
  • 15.
  • 16.
  • 17.
  • 18. Search  about  your  company:   1.  Company  Name   2.  Company  URL   3.  Products   4.  Public  Facing  Employees   5.  CompeSng  Products   6.  DescripSons   •   Company  Name    +  sucks   •   Company  Name  +  rocks   •   Company  Product  +  review  +  sucks  
  • 19.
  • 20. In house Online Reputation Tool www.socialorm.com
  • 21. In house Twitter Tracking Tool
  • 22. Listen  to  what  people   Talk  to  people  like   say   they’re  people   Reputation   Management   Engage  people  by   Measure  where  and   building  relationships   what  is  being  said