Reputation is about more than displacing negative search results when your company or an executive makes a mistake. Reputation (when measured and strategically aligned with your vision and audience expectations) can drive exponential growth. Rhea will share tactics you can apply in your role today to help differentiate your site online, in search and in a competitive market. Reputation marketing enhances digital activities to produce a higher ROI and effectiveness for your hard work.
7. Rhea:
[Collects data. Interviews internal
team. Discovers problem only sits
partially with industry reputation
with Google being a fraction of
the problem.]
8. What is the most important
constituency in an agency?
11. In a customer-centric or
innovation-driven
organization, employees are
the most important
constituency.
12. “7% of employees said they
thought their agency was
exceeding their client’s
expectations for digital work.”
State of Advertising Talent Report from Smith & Beta
http://www.campaignlive.com/article/agency-workers-dont-think-digital-skills-snuff-survey-
says/1407099
13. “43% said they didn’t feel
prepared to handle the kind of
work that will be expected of
people in the industry in the
future”
State of Advertising Talent Report from Smith & Beta
http://www.campaignlive.com/article/agency-workers-dont-think-digital-skills-snuff-survey-
says/1407099
24. “While positive feelings, such as happiness, are usually
byproducts of engagement, they shouldn't be confused
with the primary outcomes. Rather, the primary emphasis
should be on elements that engage workers and drive
results, such as clarity of expectations, the opportunity to
do what they do best, development and opinions
counting.”
http://www.gallup.com/businessjournal/208487/right-culture-not-employee-happiness.aspx
25. “Glassdoor data reveals a 1-star (out of 5) decrease in
work-life balance rating is linked to a 2.9
percent increase in CEO approval rating. Although
Glassdoor research has found work-life balance is linked
to higher overall employee satisfaction[6], this new
analysis reveals that employees may be willing to
sacrifice work-life balance for purpose-driven work and a
visionary, inspiring leader.”
https://www.glassdoor.com/press/glassdoor-research-reveals-great-ceo
26. “Engaged employees are more present and
productive; they are more attuned to the needs of
customers; and they are more observant of
processes, standards and systems. When taken
together, the behaviors of highly engaged
business units result in 21% greater profitability.”
27. "'Mission-driven’ companies have 30% higher
levels of innovation and 40% higher levels of
retention, and they tend to be first or second
in their market segment.”
(Becoming Irresistible, Deloitte, February 2015)
28. “While 90% of executives understand the
importance of employee engagement, fewer
than 50% understand how to address this
issue.”
(Conference Board, cited by Deloitte University Press, January 2015)
30. There was great work/life balance,
benefits, and respect for supervisors,
but there wasn’t enough clarity of
vision, accountability, and
engagement on objectives to achieve
that vision.
31. Start with the end—figure out
what you want people to know
about you and how that should
be communicated
Do this with your team:
51. One client had 4 missions written out
between their homepage and about us.
Another client had 18 missions just for
social media!
A third had a different mission for every
employee you asked and it changed
everyday.
52. Start with a simple self-recall.
Do you know your mission(s)
if I were to wake you in your
sleep? Do your customers?
Credit: Paul Argenti, Tuck Executive School of Business
54. Audit your digital assets to
see if they clearly feature your
constituency-specific missions
and key messages.
55. Property Message
Website Mission appears in About section.
Facebook Partial match – describe company differently, but mission matches website. Milestones
aren’t recent.
Twitter Partial match – describes company differently, but mission is the same as site.
LinkedIn Partial match – mission phrased differently. Varies significantly from Glassdoor and has
a negative value prop.
Instagram Matches Twitter.
Wikipedia Doesn’t match – can’t control message well, but history displayed doesn’t support
mission.
Glassdoor Doesn’t match, lacks focus, and written with a different message than other profiles.
56. Property Message
Website Mission appears in About section.
Facebook No reviews. Mainly promotes the newsletter. Better promotion of work and employees of all of the
social channels.
Twitter Minimal engagement with a confusing array of social posts and shares that does not effectively
support the brand’s mission. Used to promote the newsletter, which does not support the mission.
LinkedIn Minimal engagement. Used to promote the newsletter, which does not support the mission.
Instagram Obscure hashtag use that isn’t inclusive and tries to brand, but fails. Minimal social engagement.
Content focused on work life, not the work itself.
Wikipedia Flagged as advertisement
Glassdoor Less than 50% approve of CEO, 3.6 rating out of 5.
57. Our client had:
- great mission that wasn’t public
- expertise that left w/turnover
- reputation didn’t align
- team wasn’t staffed for either
- messages that supported none of
it
66. Great reputations are
grown through consistency
(delivering on
expectations), dedication to
your mission, and the
element of…
67.
68. “surprised consumers [by
negative news] are twice as
likely to stop buying the
product as they are to
continue buying it. ”
http://webershandwick.asia/research-multi-brand-spotlight/
77. Only 45% of the value of
companies can be
explained by their balance
sheet.
(Only ~30% in healthcare, IT, and consumer
goods.)
https://www.youtube.com/watch?v=lpG5Z21ZVI0
85. Source Component Actual Score
Source
Weight
Employee Score
Glassdoor
Reviews
Overall rating ##%
0.3
67%
Glassdoor data #1 ##%
Glassdoor data #2 ##%
Glassdoor data #3 ##%
Exit Surveys
Glassdoor data #4 ##%
0.7
Glassdoor data #5 ##%
Glassdoor data #6 ##%
HR KPI #1 ##%
HR KPI #2 ##%
HR KPI #3 ##%
HR KPI #4 ##%
HR KPI #5 ##%
Employees
86. Clients
Source Component Actual Score Source Weight Client Score
Client Rating Net Promoter Score ##% 0.75
58%New Business
New Business KPI #1 ##%
0.25
New Business KPI #2 ##%
87. Source Component Actual Score Weight Industry Score
News Industry KPI #1 ##% 0.75
48%Awards Industry KPI #2 ##% 0.25
Lists Industry KPI #3 ##% 0.25
Industry
89. Keep track of your
reputation score
Do this quarterly:
90.
91. Remember, this isn’t a real
score, but it’s your score.
Your reputation score is dependent on how much
weight you give to each constituency and most of
the world is only encountering a handful of
experiences within each group.
92. We created a spreadsheet that
allows our clients to:
1. assign/remove KPIs,
2. model what happens if you’re able to
achieve better/worse results,
3. and increase/decrease the weight given to
each constituency group.
97. PI attorneys exist to make
their community a safer place.
Our client’s core mission
focused on his community:
giving back & making it safer
98.
99.
100.
101. -Know the Law video segment on OKC Fox
-Annual Day of Kindness (5,000 turkeys donated)
-High school mock trial team
-Easter ham giveaway
-Air conditioner giveaway (hundreds)
-Drives: food, winter coat, and blood drives
-A Noble Cause: monthly winners
118. Rebuilding agency website in a new CMS
Investing in local SEO
Overhauling content strategy and
leveraging internal assets
Collaborating with communications team