Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones
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Transcript of Advanced Reputation Management - Pubcon Vegas by Andy Beal & Erin Jones
ADVANCED REPUTATION
MANAGEMENTWe’re going to make you a pro in just 60
minutes!
YOUR HOSTS
@andybeal @erinjones
REPUTATION WHAT NOW?
“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
YOU YOUR COMPANY
@andybeal
OFFLINE ONLINE
YOU NEED A PLAN
Repair damaged reputation
Increase Twitter followers
More Facebook Likes
Improve search engine traffic
Less reliance on Google
REALLY WANT?
WHAT DO YOU
UNDERSTAND YOUR KEYWORDS
@erinjones
KNOW YOUR
CIRCLES OF INFLUENCE
EMPOWER YOUR EMPLOYEES
LISTEN TO YOUR CUSTOMERS
*cough* Trackur.com *cough*
IF NOTHING ELSE, LISTEN!
BUILDINGYOUR
BRAND
CHOOSE
BUILD
NURTURE
KNOWEM.COM
ME, MYSELF AND IRENE
@andybeal
IN PRACTICE...
KEEP THE SPIDERS HAPPY!
BE CONGRUENTIN YOUR ONLINE
BRAND
@erinjones
COCA-COLA
CREATE
AMAZING CONTENT
@erinjones
HERD THESHARING
THANK YOUR SUPPORTERS
DON’T FEEDYOUR REPUTATIONTROLLS
DON’T TRASHTALKYOURCOMPETITORS
DON’T BAD MOUTHYOUR CUSTOMERS
A.B.C.H
ALWAYS BE HELPING@erinjones
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.
MANAGING ONLINE REVIEWS
DIRECTREVIEWER
S
AVOID INCENTIVES
@andybeal
DON’TFAKE IT
HANDLING NEGATIVE REVIEWS
GOOGLE KUNG-FU
SENTIMENT AUDIT
CALL ON SUPERBRAND
@andybeal
ENJOYYOURSUB
HELP.TRACKUR.COM
HAVE MULTIPLE PARTNERS
PICTURE ABETTER REPUTATION
MONEYTALKS!
SPONSORSHIPS
BUILD RELATIONSHIPS WITHBLOGGERS AND JOURNALISTS
IN PRACTICE...
UNDER ATTACK?
83%@andybeal
3 KEYS TO MONITORING
DON’T
CHECK THE FACTS
CLEANING UP THE MESS
3 WORDS
@andybeal
SINCERITY
TRANSPARENCY
CONSISTENCY
FREAKINAPOLOGIZEALREADY!
@andybeal
LIFETIME COST > LIFETIME VALUE
A HAPPY CUSTOMER TELLS 5
UNHAPPY CUSTOMER TELLS 10
RESTITUTED CUSTOMER TELLS 20
LEGAL INFRINGEMENT
DEFAMATION?
BE BENEVOLENT
I HATE JEREMY ZAWODNY
IT STARTED WITH THIS...
RESOLUTION
I DON’T REALLY HATE JEREMY
(MUCH)
PLAN FOR THE LONG-TERM
@erinjones
MEASURE BEYOND THE SERPS
ACTIVELY LISTEN
BE
BETTER
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
QUESTIONS?
Yeah, seems funny now, but wait ‘til it
shows up on Google!
@ANDYBEAL
@ERINJONES
@TRACKUR
TRACKUR.COM
“YOUR FRIEND”