Online Reputation Management

Your Online Reputation

[email protected]

By Sandeep Arora

Credit: http://www.empirical-ideas.com/online-reputation-management.html

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© 2009 www.telezent.com

• Google has become apart of our life's. • People go to Google/Yahoo before making any decision.

•Looking for a job.•Looking for a Friend/Romance.•Information/Question.•Product/Service.

Any decisionSearch Engine

Ask My Friends

Advice/Seek/Help

Credit:http://www.freeiconsweb.com/Freeicons_big/cs-social-media.jpg

Decision making process


• There are billions of Conversations happening on Social Media everyday.

Credit:http://www.evohosting.co.uk/blog/wp-content/uploads/2009/06/social-media-icons_group_01.png

Google and Yahoo Track and Index each conversation posted.

…….. …….. …….. ……..


• These conversions EFFECT you and your business.

http://www.technologyevangelist.com/images/scobles-starfish.jpg

•These conversations can effect you and your business.

•You.•Your Product.•Your Company.•Your Service.•Your Industry.

•You.•Your Product.•Your Company.•Your Service.•Your Industry.

•Brand Equity.•Decision Making.•Perceptions.•Sales.•Your Image.

•Brand Equity.•Decision Making.•Perceptions.•Sales.•Your Image.


Sharing Experiences about Products/Services/Trends

Activism - Social Health/Commercial

Rating, and Recommendingproducts & services

Helping one another

Helping one another

Raising voicesRaising voices


Case Study 1Company Name: Comcast

1st pageResult

•Your reputation can be destroyed in hours by a blogger, upset with your company.- Andy Beal

http://i99.photobucket.com/albums/l284/kelliandbrax/2268691_blog.jpg

Negative User Generated Content onNegative User Generated Content on

Negative Post/Comment

Spreads very fast (hours & days)

Damaged Online ReputationDestroyed brand equity.Drop in sales.Negative publicity.Drop in market share.



Case Study 2

User uploads video of Rats in KFC Restaurent on youtube.

•Sharp Sales Drop at Taco Bell.•Brand Damaged.

Showed the video on TV

Case Study 3

The motrin ad used an irreverent tone to identify with young moms and the back pain associated with lugging infacts in baby carriers. But it struck the wrong cord with some and drew fire on Twitter and from a small cadre of "mommy bloggers" - the most vocal members of the demographic J&J was trying to woo.

"Meghan Keane" -Wired Blog Network

SaturdayNov - 15th 2008

SundayNov - 16th 2008(Afternoon)

SundayNov - 16th 2008(Evening)


•Safeguarding and protecting your online reputation is as important as your credit score.

Every life transaction you have like looking for a job, romance,friend, etc. People will look you upon the web and make conclusions.

Michael FertikReputation Defender

What people see on Google/Yahoo is the new Homepage.Put your brand in Google and see what comes up.

Bob PearsonVP- Communities


Take Ownership Step 1

•Claim the first page of search engine results for your name, brand, service, etc.

Own the First Ten Links in Google – "Andy Beal".

Get Google insurance - "Michael Fertik".

Your Name Brand Or Service

http://www.anthempets.com/images/funnyimages/dogpoop.jpg


•Individuals and companies have to take ownership of their names, brands, products, services etc. There is no fail- safe formula but a few best practices.

http://www.anthempets.com/images/funnyimages/

Step 1

Produce relevent and useful content on multiple channels to appear high in search engine ranking.


http://www.slamonline.com/online/wp-content/uploads/2009/02/dwightwall.jpg

Take Ownership

Step 1


Have a company blog

•Listen to them.

•Connect with your customers where they are listen.

Maintain profiles on the Social web.

•Having a blog, social networks etc. gives you the opportuniy to host the conversation in your area and directly deal with it.

•Give readers information about your company that could offset negative comment.

•Your customers are going to write about you/your company somewhere.

Steer conversations on your platform

Take Ownership

Keywords:Your CompanyYour NameYour ServiceYour Brand

Monitor Blogs On The Web Step 2


Continuously monitor the Web. Below are some free tools to monitor the web.

Monitor the blogosphere for conversations about your company, name, service, product, brand etc.

Monitor Conversations on Twitter Step 2



•Increasingly conversations are happening on Twitter.•Monitor Twitter using twitter Search.


Monitor Bookmarking Step 2


•People are sharing and tagging links.•Conversations are happening here.•Monitor Bookmarking sites:



Step 2


Monitor video and picture sharing on the Web

•Like Comcast and Hitachi people are sharing videos and pictures of company products and services.•Monitoring video sharing, picture sharing sites is important.



Step 2


Monitor The Web


•Social Mention is a Social Media search engine. It searches various media sources like Digg, Flickr, FriendFeed etc.


Act now Step 3


"If you see a problem, Deal it with now."

Offer to resolve any complain personally - try to continues discuss online.

Be honest, open and transparent.

Investigate facts - research the conversation chain & the bloggers involved.

•Listen to your customer.•Address the problem.•Add comment to the post.

Post a respectful response online, so people reading the complaint can see how you addressed it.

•Politely request blog/ forum to remove or retract.•Ask them to consider publishing your response.

Legal Options

Other best Practices

Be Open & Transparent

Share bad news like server crash or product delays immediately.Let customers know what you are doing about it.Your customers will appreciate it and will prevent them from using the social web to find out what's happening.


Create a Customer Forum

Your customers are going to talk and converse about your company somewhere. Let conversation be in your own forum, social network.That way you hear it quickly in your area and respond quickly.



Promote Customers

Empower / Promote your customers.Post customer testimonials online.Positive reviews can help counter anonymous complaints.



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[email protected]

By Sandeep Arora

Your Online Reputation



Online Reputation Management

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