The Ultimate Guide To Monitoring Your Online Reputation

THE ULTIMATE GUIDE TO MONITORING YOUR Online Reputation Brought to you by trackur. 61% Of businesses monitor their online reputation on a regular basis Source: McKremie Online Reputation Management Survey Identify Your Reputations Businesses Individuals Monitor your.. Monitor your.. Company name, CEO's name, & your product name Name and any variations Samantha Smith Apple Tim Cook Sammy Smith iPhone Sam Smith Quantify Your Audience Who has a stake in your online reputation? Customers Business Investors Bloggers Journalists Employees Competitors Partners Understand Your Goals Monitor PR Track Success of Listen For Customer Feedback Efforts Product Launch Watch for Identify Industry Influencers Build Social Network Followers Reputation Attacks Spot Unhappy Employees Spy on your Competition of all social of internet users use social media to vent media users actively seek customer service through social media. 46% frustration about your company 47% Source: American Express "Global Customer Service Barometer." Source: NM Incite Specify Your Needs fy Which media channels need monitoring? O Do you require automated sentiment analysis? Do you need insights and analytics? How important are email alerts? How much can you afford for monitoring tools? Do you need self service or fully managed monitoring? How Will You Monitor? MANUAL MONITORING Identify important social networks, news sites, blogs and forums and monitor them manually FREE TOOLS PAID TOOLS such as Google such as Trackur, offer broader monitoring, detailed insights & reports, Alerts & Social Mention, provide basic monitoring and can calculate influence and sentiment Who Will Monitor The Conversations? INTERN PR FIRM CEO COMMUNITY They tend to be socially savvy, but These guys are professionals, but Understands MANAGER equally the value of the customer & Focused on the may not under- stand or value your whelmed with client company's goals. are often over- satisfaction of your your company's goals, but may be too busy to respond quickly. customers & is work & may not have empathy for dedicated to the task of monitoring your reputation. your customers. How Will You React? LISTEN Companies used to pay thousands of dollars for the marketing research monitoring tools now offer. UNDERSTAND What's being said about your brand? What changes do customers want? What are your strengths? What are your weaknesses? CLARIFY Before you respond, or make any sweeping changes, make sure you have understood what your customers are telling you. IMPLEMENT Make changes to your business, employee training, and products based on your customers' feedback. FEEDBACK Build loyalty by letting your customers know that they have been heard & that you have implemented their suggestions. Designed by ()AVALAUNCH MEDIA