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Social Media for Reputation Management (ORM)

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Digital Vidya
Digital Vidya

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).

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Reputation Management through Social Media www.digitalvidya.com © Digital Vidya
Why Online Reputation? www.digitalvidya.com © Digital Vidya
Customers are Talking about You www.digitalvidya.com © Digital Vidya
They will Talk even More www.digitalvidya.com © Digital Vidya
Are you Listening? www.digitalvidya.com © Digital Vidya
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ICICI Bank www.digitalvidya.com © Digital Vidya
www.digitalvidya.com © Digital Vidya
Barkha Dutt Episode NDTV Stock Price www.digitalvidya.com © Digital Vidya
Disgusting Dominos People Costed them 50m US$ www.digitalvidya.com © Digital Vidya
Apple MacBook ~120,000+ Views www.digitalvidya.com © Digital Vidya
Let’s look at the Positive Side! www.digitalvidya.com © Digital Vidya
“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 www.digitalvidya.com © Digital Vidya
www.digitalvidya.com © Digital Vidya
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How to Monitor and Measure? www.digitalvidya.com © Digital Vidya
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Radian6 www.digitalvidya.com © Digital Vidya
How to Respond? www.digitalvidya.com © Digital Vidya
Handling Negative Conversations www.digitalvidya.com © Digital Vidya
www.digitalvidya.com © Digital Vidya
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 www.digitalvidya.com © Digital Vidya
Damage Control www.digitalvidya.com © Digital Vidya
Club Mahindra: Damage & Control www.digitalvidya.com © Digital Vidya
Prevention www.digitalvidya.com © Digital Vidya
Public vs Private? www.digitalvidya.com © Digital Vidya
www.digitalvidya.com © Digital Vidya
Finally, when Reputation is at Risk Don’t worry about ROI but about RONI (Return on Non Investment) www.digitalvidya.com © Digital Vidya
The Ultimate Victory! “Talking to them is like talking to a Friend who happens to sell Shoes.” www.digitalvidya.com © Digital Vidya
Time to create your ORM Strategy! www.digitalvidya.com © Digital Vidya
Invite for Online Course http://www.digitalvidya.com/facebook-marketing-course.html www.digitalvidya.com © Digital Vidya
Thank You! Our Upcoming Social Media Trainings Delhi Mumbai Bangalore Social Media Marketing Nov 20-21 Dec 4-5 Dec 18-19 Advanced Facebook Marketing Online Special 15% Off (till Oct 12): ‘tfma15’ /MyDigitalVidya /digitalvidya bit.ly/dv-grp www.digitalvidya.com © Digital Vidya

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