Download pdf - Social Media for Reputation Management (ORM)

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Reputation Management through

Social Media


Why Online Reputation?


Customers are Talking about You


They will Talk even More


Are you Listening?



ICICI Bank



NDTV Stock Price

Barkha Dutt Episode


Disgusting Dominos People

Costed them 50m US$


Apple MacBook

~120,000+ Views


Let’s look at the Positive Side!


“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






How to Monitor and Measure?







Radian6


How to Respond?


Handling Negative Conversations



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


Damage Control


Club Mahindra: Damage & Control


Prevention


Public vs Private?



Don’t worry about ROI but about

Finally, when Reputation is at Risk

RONI (Return on Non Investment)


“Talking to them is like talking to a Friend who happens to sell Shoes.”

The Ultimate Victory!


Time to create your ORM Strategy!


Invite for Online Course

http://www.digitalvidya.com/facebook-marketing-course.html


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