Reputation Management Tool

Presented By,G. Prabhakaran,I – MBA – ‘B’,KSR CT

DEFINITION

Activities performed by individual or organization

which attempt to maintain or create a certain frame of mind regarding

themselves in the public eye. Reputation management is the process of

identifying what other people are saying or feeling about you or your

business; and taking steps to ensure that the general consensus is in line

with your goals. Many people and organizations use various forms of social

media to monitor their reputation.

Why It Is Important?

When it comes to building positive awareness about a

brand, it takes a lot of time and effort to build and maintain a

company’s online reputation Just like in the physical world a reputation is

all a business.

It provides marketing stability, protects against

unchecked defamation, and most importantly, allows a company to “put its

best face forward” in the online world.

NetBiz.comA Storm was Brewing Online…A Case of Dissatisfied Customer

NetBiz is an online internet marketing company since 2002 More than 12,000 small business clients A Case of Dissatisfied Customer Service and the poor services were posted online in forums

– Started off with online customer opinions forum – Got spread to Blogs, Twitter, LinkedIn and other social networking

sites NetBiz failed to listen and pay attention to the small talks online

– A great deal was said that were both truth and distorted truth – But it was enough to create a stream of news

Results– A bad reputation in the market – Profits got hit, Business Dropped – Every customer starts to complain and took the opportunity to add to

the fuels

Reputation Management Process

• You must implement a Measurement System that gauges how much people are talking about you and whether the sentiment is positive or negative.

• Your Measurement System Strategy needs to tell you how many times you were mentioned a month, what the sentiment ratio was positive to negative, and your effectiveness in customer service (getting people to delete negative mentions or ratings).  

NetBiz – Changes for the Better

1. Start to Listen

– Use monitoring tools to monitor the discussion of their brand

online

2. Created accounts in other social network sites to listen to what

others have to say – E.g. Facebook, Twitter, LinkedIn.

3. Engage with their customers by posting contents online

4. Started a customer service online to handle any

complaints, criticisms and negative comments

5. Build a NetBiz community online to make themselves to be more

visible and accessible

Thank You!