Online Reputation Management - How To Manage Your Reputation Online
Online Reputation Management
description
Transcript of Online Reputation Management
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Online Reputation ManagementRhea Drysdale
CEOOutspoken Media, Inc.
http://outspokenmedia.com/ @Rhea
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Professional background usually goes here.
Let’s talk about motivation instead.
@Rhea | #MozCon
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My dad rocks. He’s a hero.
@Rhea | #MozCon
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A real one.
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Bedtime stories were usually about this:
@Rhea | #MozCon
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Naturally, I love rushing into the fire when others rush out.
@Rhea | #MozCon
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It’s why I spoke at SearchLove on ORM
@Rhea | #MozCon
My presentation: http://bit.ly/sl-orm-2011SearchLove Boston 2012: http://bit.ly/searchlove-boston
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Which went well, but not everyone cares about ORM.
@Rhea | #MozCon
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Until you’re faced with the unimaginable.
@Rhea | #MozCon
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“I saw you speak at SearchLove NYC late last year. I was impressed by your good
ideas, realistic perspective, and outlining of the results people can expect from some ORM…and I didn’t care at all, because I
was working for a company that had a super loyal following and almost no complaints
anywhere.
That was then—”@Rhea | #MozCon
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Now he needs ORM services to effect long-term, company-wide change.
REPUTATION
@Rhea | #MozCon
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Because playing dead isn’t a long-term strategy.
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AUDIENCE PARTICIPATION!AUDIENCE PARTICIPATION!AUDIENCE PARTICIPATION!AUDIENCE PARTICIPATION!AUDIENCE PARTICIPATION!
@Rhea | #MozCon
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Look under your seat.
@Rhea | #MozCon
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Are you prepared?
@Rhea | #MozCon
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We need insurance.
@Rhea | #MozCon
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To protect us.
@Rhea | #MozCon
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Brands are just as fragile!
• Brand accounts for 70% of McDonald’s shareholder value
• Brand accounts for 51% of Coca-Cola’s stock market valuehttp://bit.ly/brand-valuation &
http://bit.ly/top-20-brands
Brand Rank 2009 Brand Name Brand Value
($ billion)
1 Coca-Cola 69
2 IBM 60
3 Microsoft 57
4 GE 48
5 Nokia 45
6 McDonald's 32
7 Google 32
8 Toyota 31
9 Intel 31
10 Disney 28
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What % of our branding and marketing budgets go to brand protection?
@Rhea | #MozCon
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Phrased differently…
@Rhea | #MozCon
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Social media policies
Community management
Listening tools
Brand development
Customer service
Affiliate management
How do we “insure” a brand?
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There will be a 21% increase in the number of public relations
jobs from 2010 to 2020 according to the U.S. Bureau of
Labor Statistics.
@Rhea | #MozCon
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“This [increase in PR jobs] is in response to businesses and
government agencies responding quickly to news and information that move fast on
the Internet and social media.”@Rhea | #MozCon
http://bit.ly/pr-jobs-rising
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@Rhea | #MozCon
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@Rhea | #MozCon
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“reputation management”
@Rhea | #MozCon
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“online reputation management”
@Rhea | #MozCon
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“crisis communication”
@Rhea | #MozCon
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Frankly, you should give a damn.
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What is online reputation management?
@Rhea | #MozCon
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Not my ORM.
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Clean up the SERPs
@Rhea | #MozCon
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Register profiles
@Rhea | #MozCon
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Spin content
@Rhea | #MozCon
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Acquire complaint sites
@Rhea | #MozCon
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Pay off complaints
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OMFG.
Quick note on Ripoff Report
@Rhea | #MozCon
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Flood review sites with positive mentions
@Rhea | #MozCon
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Use crowdsourcing to sculpt SERPs
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All of these tactics work.
@Rhea | #MozCon
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But they don’t fix the problem.
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You’re treating symptoms, not the problem.
@Rhea | #MozCon
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Presentation pivot.
@Rhea | #MozCon
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Let’s talk about how to effect organizational change.
@Rhea | #MozCon
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Most clients do NOT want to listen.
Even if they say they do.
@Rhea | #MozCon
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Organizational change requires:
TRUST
CONFLICT
COMMITMENT
ACCOUNTABILITY
RESULTS
@Rhea | #MozCon
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Most ORM issues are due to a problem in one or more
of those areas.
@Rhea | #MozCon
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Business change is serious work!
@Rhea | #MozCon
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What is the most common reason for an ORM problem?
@Rhea | #MozCon
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Bad leadership.
@Rhea | #MozCon
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CEO scandalDefective product
Disgruntled employee
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Who do we usually have to gain approvals from to successfully
implement our work?
@Rhea | #MozCon
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The same leadership.
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You need permission to stop listening to the
leadership that caused your problem.
@Rhea | #MozCon
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The ORM Manifesto
@Rhea | #MozCon
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We will work with those deserving of ORM services, not those with the biggest
pocketbook.
@Rhea | #MozCon
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We will work with organizations that are open to
change.
@Rhea | #MozCon
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We will work with leadership that is willing to admit faults
and move on.
@Rhea | #MozCon
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We will set clear expectations even when they appear dire.
@Rhea | #MozCon
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We will let the data speak for itself.
@Rhea | #MozCon
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We won’t take short cuts, but we will streamline processes.
@Rhea | #MozCon
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We won’t pay off people, but we will pay for the best tools.
@Rhea | #MozCon
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We will make a difference.
@Rhea | #MozCon
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That’s the what.
How do we prove the business case?
@Rhea | #MozCon
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LISTEN
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“We want to rearrange the living room to make it more feng shui.”
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The perceived problem is often different from the real problem.
@Rhea | #MozCon
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Identify your organizational allies and threats
Strengths Weaknesses
Opportunities
Threats
SWOT
@Rhea | #MozCon
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NEEDS ASSESSMENT
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Data collection
@Rhea | #MozCon
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Autocomplete
@Rhea | #MozCon
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SERPs
@Rhea | #MozCon
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Social mentions
@Rhea | #MozCon
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@Rhea | #MozCon
Customer feedback
http://bit.ly/moz-customer-service
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Customer loyalty
Hey Rhea! You should check out the Net Promoter Score.
"On a scale of zero to 10, how likely are you to refer to a friend or colleague?“
-Joanna Lord
@Rhea | #MozCon
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Net Promoter Score =
% of detractors –
% of promoters
@Rhea | #MozCon
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Conversions
Google PPC Visits %Google PPC Revenue %
Google Organic Visits %Google Organic Revenue %
@Rhea | #MozCon
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Competitive analysis
Beautiful branded queries!• Features• Content
@Rhea | #MozCon
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Competitive analysis
More purchase-related, queries
@Rhea | #MozCon
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@Rhea | #MozCon
Audit corporate communication
http://bit.ly/db-policies
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Audit customer communication
@Rhea | #MozCon
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@Rhea | #MozCon
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@Rhea | #MozCon
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RECOMMENDATIONS
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What’s working?
@Rhea | #MozCon
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Areas for improvement
@Rhea | #MozCon
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Quick rant…
@Rhea | #MozCon
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Limitations are an opportunity for content creation.
@Rhea | #MozCon
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Remember Wil’s top secret content generator?
@Rhea | #MozCon
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Don’t hit enter.
That’s it.
@Rhea | #MozConhttp://www.google.com/
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ORM is not magic. It is SEO.
Build reputable, relevant and authority-building content.
@Rhea | #MozCon
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@Rhea | #MozCon
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Rank 1st:http://www.projectorcentral.com/
@Rhea | #MozCon
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New opportunities
@Rhea | #MozCon
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Must fit resources, budget & timeframe
@Rhea | #MozCon
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Warning: Complicated won’t make it
through legal or IT.
@Rhea | #MozCon
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Set clear expectations for achievable results and be ready to walk away
@Rhea | #MozCon
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@Rhea | #MozCon
Let the data speak for itself
Quickbooks
Freshbooks
http://bit.ly/sentiment140
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IMPLEMENT
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Understand the org chart
@Rhea | #MozCon
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@Rhea | #MozCon
Process map
http://bit.ly/air-force-flowchart
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@Rhea | #MozCon
Set up monitoring tools
http://bit.ly/monitoring-tools
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@Rhea | #MozCon
Hold After Action Reviews
http://bit.ly/aar-conduct
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AAR Goals:
What were our intended results?
What caused our results?
What were our actual results?
What can we do to improve?
@Rhea | #MozCon
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Brand valuation
HOLD UP!How do we track SEO’s impact on
brand? #RCS
Before we know the value we bring, we need to know the brand’s value.
@Rhea | #MozConhttp://bit.ly/brand-value-ppt
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Three approaches:
1. Cost of reproduction2. Cost of comparable industry transactions3. Income (cash flow from future earnings)
@Rhea | #MozCon
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Once you’ve proven results and have data, push for the harder
recommendations
@Rhea | #MozCon
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Not listening?
Leave.
@Rhea | #MozCon
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If it’s working?
Get your party on and move on to the next pro-active
phase of ORM.
@Rhea | #MozCon
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COMPETITIVE ORM
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ORM for SERP domination
@Rhea | #MozCon http://bit.ly/serp-domination
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CASE STUDYThe Remix
@Rhea | #MozCon
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SearchLove 2011
Owned 50% Page 1 SERPs for short-tail,highly competitive term
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PPC – Client with offer search, sitelinks and
reviews
Client’s Google+
Client’s homepage with sitelinks
Client’s blog
PPC - Competitor
PPC - Competitor
Competitor
Competitor
Client’s investor site
PPC – Client with offer search, sitelinks and
reviews Client’s Google+ with recent posts
Client’s homepage with sitelinks
Client’s blog
PPC - Competitor
Client’s investor site
Client news
Client micro-site
Keyword 160% SERP domination
Keyword 270% SERPdomination
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To summarize…
@Rhea | #MozCon
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We can’t insure or replace our brands. We CAN protect them.
@Rhea | #MozCon
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The Takeaway:
@Rhea | #MozCon
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Be brave and care.
@Rhea | #MozCon