Social Media for Reputation Management (ORM)
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Transcript of Social Media for Reputation Management (ORM)
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Reputation Management through
Social Media
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Why Online Reputation?
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Customers are Talking about You
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They will Talk even More
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Are you Listening?
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ICICI Bank
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NDTV Stock Price
Barkha Dutt Episode
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Disgusting Dominos People
Costed them 50m US$
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Apple MacBook
~120,000+ Views
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Let’s look at the Positive Side!
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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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How to Monitor and Measure?
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Radian6
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How to Respond?
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Handling Negative Conversations
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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
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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)
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“Talking to them is like talking to a Friend who happens to sell Shoes.”
The Ultimate Victory!
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Time to create your ORM Strategy!
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Invite for Online Course
http://www.digitalvidya.com/facebook-marketing-course.html
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Thank You!
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