Reputation management owning your brand!

Reputation Management Facebook Engagement

June 18 & 19 *Social Media Training Program

* Managed Social Media Marketing

(We will not do SMM with your competition)

Who we are - Presenters

Kelly Watt Background in hospitality, telecom, online marketing and SEO 10 years

Reputation Management

Matt Astifan

Social Media educator that specializes in Facebook marketing.

New Facebook for Timeline

Wikads was selected by Sysco to help their clients adjust to digital

marketing.

Reputation Management

Your online Reputation refers to:

“the perception that people develop when learning about your business online”

Consider This

The Rule of 10: does it still apply? Or, has it changed?

Social Media Today!

Do you like what they are saying about your brand?

Some Facts

78% of consumers trust peer recommendations, and only 14% trust

advertisements.

Canada is in the top 10, #1 in big cities for global internet speeds. 1 in 3 Canadians has a mobile phone with internet.

Mobile search is growing from 20-30% of overall search.

2010 Facebook overtook Google as most visited website online, 175M users login every 24hrs, 65M through a mobile device, of

900M users globally.

A Few Questions For Everyone

How many of you have a website?

Who has changed to their website in the last month?

How many have claimed accounts for:

1. Google Places?

2. Trip Advisor ?

3. Urbanspoon?

4. Yelp ?

5. Foursquare?

6. Facebook,

7. Twitter?

8. Linked In?

Your Website Is Your #1 Profile

Invest now to get highly targeted leads for a fraction of the cost of traditional

advertising.

Local Search - Google Places

Get your Local Listings Wikads Optimized

Today!

FREE

Claiming Your TripAvisor Account

Step 2

Step 3

Adwords Keyword May/2012

Social Statistics

There are over 105,860 people with registered accounts within 10 miles of Kelowna BC (May 2012)

How has the rule of 10 changed?

It has become much more significant!

One un-happy customer may tell 250+ FRIENDS, who will tell 250 Friends, who will tell 250 Friends,

and you are out of business before you know it!

What do we mean by “Managing your

online Reputation”?

1. Position our business online to maximize exposure

2. Proactively engage with people online

3. Make an effort to repair and resolve online feedback

4. Become aware in order to better ourselves as a business to increase sales

5. Convert online people browsing into customers

Overview of online activity

• Search – customer is coming to you through search - Defined in social terms.

• Mobile – the lost opportunity. Capitalizing on customer traffic! 20-30%

• Social – we are driving information to our customers. Matt

Search: How do customers find us online?

Keyword, Category or City Search organic, PPC, local listings, and Google reviews

Brand Search website, blogs, directory listings, organic restaurant reviews, and social sites.

Restaurant Reviews and Aps direct traffic

How to Manage our Reputation?

6 steps to Reputation

Management

6 steps to Reputation Management

1. Build an online infrastructure

2. Integrate your website with social media

3. Get reviews and respond to bad reviews

4. Build brand affinity

5. Get video and good photos

6. Know who you are speaking to

1. Create An Online Infrastructure Of Brand Related Resources

• A strong website • Claim social media sites • Leverage review sites • Claim directory listings (GP) • Get video

• Blog and encourage bloggers

to review your restaurant

• Press release, promoting news sources/article posts

2. Integrate your website with social

• Use social widgets

• Leverage local sites

• Consistency across profiles

3. Get Reviews and Respond

Do it in a timely effective manner. Have a process for how to deal with online complaints. Build Good Reviews to offset the Bad. Monitor trends.

How? – Ask! Comment cards, Check-ins

Mail, email campaigns, staff endorsement, friends/ family

4. Build Brand Appeal

Business Donations

Tell your customers It will help business, and in return raise more for your

cause

Local North Shore Crisis Society

Giving back Investment based on growth

Asked me for GP Review

5. Get Video and Good Photos

• 85% of people use Video in their search.

• YouTube is the #2 Search Engine, is owned by Google, indexes very quickly and is one of the top 4 websites globally for traffic

6. Know who you are speaking to

• Travellers use tripadvisor

• Facebook attracts a younger audience, female have higher engagement.

• Twitter attracts a more educated and savvy user

• Linked In attracts a business demographic, typically higher income earning. Each medium has its own language, represents a different

online market, and presents new opportunities

6 steps to Reputation Management

1. Build an online infrastructure

2. Integrate your website with Social Media

3. Get more reviews and respond to bad reviews

4. Build brand affinity

5. Get video and good photos

6. Know who you are speaking to

2 Messages From Online Marketing

We must become aware to evolve and become a

better business

We must stay consistent with what we are doing

right

Questions

Contact me

Kelly Watt

Kelly.watt@wikads.com

Cell: 604.290.3801

www.WIkads.com