social media for reputation management (orm)

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© Digital Vidya www.digitalvidya.com Reputation Management through Social Media

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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).

TRANSCRIPT

Page 1: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Reputation Management through

Social Media

Page 2: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Why Online Reputation?

Page 3: Social Media for Reputation Management (ORM)

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Customers are Talking about You

Page 4: Social Media for Reputation Management (ORM)

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They will Talk even More

Page 5: Social Media for Reputation Management (ORM)

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Are you Listening?

Page 6: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Page 7: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

ICICI Bank

Page 8: Social Media for Reputation Management (ORM)

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Page 9: Social Media for Reputation Management (ORM)

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NDTV Stock Price

Barkha Dutt Episode

Page 10: Social Media for Reputation Management (ORM)

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Disgusting Dominos People

Costed them 50m US$

Page 11: Social Media for Reputation Management (ORM)

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Apple MacBook

~120,000+ Views

Page 12: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Let’s look at the Positive Side!

Page 13: Social Media for Reputation Management (ORM)

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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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© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

Page 16: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

Page 18: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

How to Monitor and Measure?

Page 19: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

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© Digital Vidya www.digitalvidya.com

Page 24: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Radian6

Page 25: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

How to Respond?

Page 26: Social Media for Reputation Management (ORM)

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Handling Negative Conversations

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© Digital Vidya www.digitalvidya.com

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

Page 29: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

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)

Page 35: Social Media for Reputation Management (ORM)

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

The Ultimate Victory!

Page 36: Social Media for Reputation Management (ORM)

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Time to create your ORM Strategy!

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© Digital Vidya www.digitalvidya.com

Invite for Online Course

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

Page 38: Social Media for Reputation Management (ORM)

© Digital Vidya www.digitalvidya.com

Thank You!

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