Online Reputation Management, Why? How?
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Transcript of Online Reputation Management, Why? How?
The Why? The How?
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Bad Customer Experience
Unsolved Issues
Bad Reputation
Lost Revenue
Public Rela+ons* • Talk to Journalists, Professionals • One-‐to-‐Many • Control the Brand • Push the Message • Speak as a Spokesman
Public Rela+onships • Talk to Customers, People • One-‐to-‐One & One-‐to-‐Many • Manage the Brand • Engage the Community • Speak as a Peer
*An exaggeration
Building Customer Relationships
Customer Service
Establishing Touch-‐‑points
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 say
Talk to people like they’re people
Engage people by building relationships
Measure where and what is being said
Reputation Management