Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones

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ADVANCED REPUTATION MANAGEMENT We’re going to make you a pro in just 60 minutes!

description

Trackur.com's Andy Beal and Erin Jones shared 60 minutes of in-depth online reputation management advice and tactics to a pack audience at Pubcon Las Vegas 2013. These are the slides they shared.

Transcript of Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones

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ADVANCED REPUTATION

MANAGEMENTWe’re going to make you a pro in just 60

minutes!

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YOUR HOSTS

@andybeal @erinjones

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REPUTATION WHAT NOW?

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“Character is like a tree andreputation like a shadow. The shadow is what we think of it;the tree is the real thing.”

ABRAHAM LINCOLN

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YOU YOUR COMPANY

@andybeal

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OFFLINE ONLINE

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YOU NEED A PLAN

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Repair damaged reputation

Increase Twitter followers

More Facebook Likes

Improve search engine traffic

Less reliance on Google

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REALLY WANT?

WHAT DO YOU

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UNDERSTAND YOUR KEYWORDS

@erinjones

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CHEAT SHEET...

http://gri.ms/KUVW

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KNOW YOUR

CIRCLES OF INFLUENCE

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EMPOWER YOUR EMPLOYEES

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LISTEN TO YOUR CUSTOMERS

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*cough* Trackur.com *cough*

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IF NOTHING ELSE, LISTEN!

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BUILDINGYOUR

BRAND

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CHOOSE

BUILD

NURTURE

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KNOWEM.COM

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ME, MYSELF AND IRENE

@andybeal

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IN PRACTICE...

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KEEP THE SPIDERS HAPPY!

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BE CONGRUENTIN YOUR ONLINE

BRAND

@erinjones

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COCA-COLA

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CREATE

AMAZING CONTENT

@erinjones

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HERD THESHARING

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THANK YOUR SUPPORTERS

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DON’T FEEDYOUR REPUTATIONTROLLS

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DON’T TRASHTALKYOURCOMPETITORS

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DON’T BAD MOUTHYOUR CUSTOMERS

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A.B.C.H

ALWAYS BE HELPING@erinjones

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THEY SAID WHAT?

So Scentsy sends me an email that says they are canceling my account due to inactivity but I could reply with the reason that I haven’t been as active with my sales and they might reinstate my account, so I did, explained to them that this year I have been battling Breast Cancer etc..,

guess what the response was, “sorry but we won’t be able to reinstate your account as Breast Cancer should not affect your ability to run your business” guess I know what company I’m not supporting anymore!! — feeling annoyed.

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MANAGING ONLINE REVIEWS

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DIRECTREVIEWER

S

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AVOID INCENTIVES

@andybeal

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DON’TFAKE IT

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HANDLING NEGATIVE REVIEWS

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GOOGLE KUNG-FU

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SENTIMENT AUDIT

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CALL ON SUPERBRAND

@andybeal

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ENJOYYOURSUB

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HELP.TRACKUR.COM

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FACEBOOK

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LINKEDIN

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TWITTER

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HAVE MULTIPLE PARTNERS

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PICTURE ABETTER REPUTATION

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MONEYTALKS!

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SPONSORSHIPS

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BUILD RELATIONSHIPS WITHBLOGGERS AND JOURNALISTS

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IN PRACTICE...

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UNDER ATTACK?

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83%@andybeal

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3 KEYS TO MONITORING

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DON’T

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CHECK THE FACTS

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CLEANING UP THE MESS

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3 WORDS

@andybeal

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SINCERITY

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TRANSPARENCY

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CONSISTENCY

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FREAKINAPOLOGIZEALREADY!

@andybeal

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LIFETIME COST > LIFETIME VALUE

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A HAPPY CUSTOMER TELLS 5

UNHAPPY CUSTOMER TELLS 10

RESTITUTED CUSTOMER TELLS 20

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LEGAL INFRINGEMENT

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DEFAMATION?

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BE BENEVOLENT

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I HATE JEREMY ZAWODNY

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IT STARTED WITH THIS...

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RESOLUTION

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I DON’T REALLY HATE JEREMY

(MUCH)

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PLAN FOR THE LONG-TERM

@erinjones

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MEASURE BEYOND THE SERPS

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ACTIVELY LISTEN

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BE

BETTER

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7 TAKE AWAYS

1. UNDERSTAND YOUR GOALS

2. INVEST IN BUILDING A CONGRUENT BRAND

3. ALWAYS BE HELPING

4. DON’T TAKE SHORTCUTS IN REVIEW BUILDING

5. TAKE CONTROL OF YOUR GOOGLE REPUTATION

6. BE QUICK TO APOLOGIZE

7. BE PROACTIVE, NOT JUST REACTIVE

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QUESTIONS?

Yeah, seems funny now, but wait ‘til it

shows up on Google!

@ANDYBEAL

@ERINJONES

@TRACKUR

TRACKUR.COM

[email protected]

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“YOUR FRIEND”