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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
Cell: 604.290.3801
www.WIkads.com
