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Interested in building and managing reputation for your brand in an online world? Want to get practical insights on how to manage reputation crisis for your brand? Learn through this examples-driven presentation on Social Media for Online Reputation (ORM).
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Reputation Management through
Social Media
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Why Online Reputation?
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Customers are Talking about You
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They will Talk even More
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Are you Listening?
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ICICI Bank
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NDTV Stock Price
Barkha Dutt Episode
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Disgusting Dominos People
Costed them 50m US$
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Apple MacBook
~120,000+ Views
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Let’s look at the Positive Side!
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“Only 20% of marketing budgets are typically spent on retention. Yet, in many cases, 75% of revenues comes from existing customers.”
Source: Flip the Funnel
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How to Monitor and Measure?
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Radian6
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How to Respond?
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Handling Negative Conversations
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Elements of Response
• Confront the situation head-on with no b.s. • Quick and real-time responses and updates • Compassion, sympathy and transparency • Humanize your brand • State what you’ve done or are doing to fix the
situation • State what you’re doing to make sure the
situation never happens again
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Damage Control
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Club Mahindra: Damage & Control
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Prevention
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Public vs Private?
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Don’t worry about ROI but about
Finally, when Reputation is at Risk
RONI (Return on Non Investment)
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“Talking to them is like talking to a Friend who happens to sell Shoes.”
The Ultimate Victory!
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Time to create your ORM Strategy!
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Invite for Online Course
http://www.digitalvidya.com/facebook-marketing-course.html
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Thank You!
Special 15% Off (till Oct 12): ‘tfma15’
Our Upcoming Social Media Trainings
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Social Media Marketing Nov 20-21 Dec 4-5 Dec 18-19
Advanced Facebook Marketing Online
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