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Minute Look up of Reputation Management, Social Media Management, WOM and Customer/User Sentiment Management
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2012 (c) Copyrights NexZenPro
Online Reputation Management
For
About Us
is fast upcoming Social Media Marketing Platform in India.
The technology implemented is used by over 35 agencies in India.
Where we started?
Introduction to
Nexzenpro Social Media
Initiative
2012 (c) Copyrights NexZenPro
• Nexzenpro was founded in July 2010• The company is headed by India’s prominent Media Experts and
Analysts - Sanjay Sinha , Subrata Roy & Surabhi Sinha• The company is head-quartered in NOIDA, and has regional office in
Mumbai • Having set strong foot-hold in the Ad Network space, the company has
now made a successful entry into the Social Media Space
Our Social Media Team
Introduction to
Nexzenpro Social Media
Initiative
2012 (c) Copyrights NexZenPro
OBJECTIVE
Implementing Social Media monitoring to analyze and interpret how your brand is
perceived and the language used to describe your products and
offeringsSCOPE
2012 (c) Copyrights NexZenPro
EVERYONE’S HERE
PEOPLE (Readers)•70% of social media users in India accessed a social networking site every day (Nielson)•37% of heavy social media users in India fall in the age group of 21-30 years (alootechie.coM)
COMPETITORS•Competitors are leveraging the power of social media in every possible way•40% of organisations in India spend more than 10% of their marketing and communication budget on digital media
LinkedIn has over 100 MILLION users and adds about 1 MILLION new users to its service every week
Twitter has more than 145 MILLION users and adds about 6 MILLION new users a month
Facebook currently has over 500 MILLION active users around the globe
YouTube has 2 BILLION views per day, and 24 hours of video is uploaded every minute
Sample Of
Research
Findings
What Can We
Do?
How Will We
Do ?
2012 (c) Copyrights NexZenPro
Why Make My Trip Needs ORM
Make My Trip.com has multiple online assets on multiple platforms
• Facebook: -MMT Deals-MMT Careers-Offisial Atyachar
• Twitter- @makemytripdeals- @makemytripcare
• Blog• LinkedIn• YouTube• Flickr
Sample Of
Research
Findings
How Will We
Do ?
What Can We
Do?
2012 (c) Copyrights NexZenPro
Why Make My Trip Needs ORM
• With so many platforms catering to so many fans can become difficult
• It is easy to miss the sparks that could fan into a fire
• It is recommended that you have a finger on the pulse of the conversations being had about and around the brand properties
• ORM can help nip possible PR disasters in the bud and steer the conversation in a more favorable direction
Sample Of
Research
Findings
How Will We
Do ?
What Can We
Do?
2012 (c) Copyrights NexZenPro
What’s The Danger Here?
• Till a few years back, customers had nowhere to vent or make their opinions public
• Now, they are empowered with social media and anonymity
• They are tech-savvy and tell their friends and acquaintances about their experiences
What one person writes
… is read by many people!
Sample Of
Research
Findings
How Will We
Do ?
What Can We
Do?
2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
The number of negative comments went up significantly on March 28
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Close to 49% of customers are happy with MMT
17% of customers are women
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Majority of the conversations take
place on Twitter
A snapshot of the most frequently
occurring keywords for MMT
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
Samples Of Data Captured - MakeMyTrip
Classification of keywords based on the sentiment of the conversation
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
MakeMyTrip – Twitter Conversations
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
MakeMyTrip – Facebook Conversations
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
MakeMyTrip – News Sites
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
MakeMyTrip – Facebook Influencer Identification
Some of the most vocal people on Facebook about Make My Trip.com
Why ORM?
Objective &
Scope
How Will We
Do ?
What Can We
Do?
Sample Of
Research
Findings
2012 (c) Copyrights NexZenPro
Online Reputation Management:
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
• Monitoring Blogs/News Sites/Consumer Complaint Forums
• 1st Level damage Control on Blogs/ News Sites
• Monitoring Forums
• 1st Level damage Control in Forums
• Article Posting and Comment Management
• Social Media Releases for major events
* Not limited to this list; Will depend on client’s requirement
WHAT CAN WE DO*
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
2012 (c) Copyrights NexZenPro
Where Nexzenpro Adds Value?
What Can We
Do?
Objective &
Scope
To understand how consumers feel about the brand/ products and its positioning among the competitors
Comparing the Demographics interest among the Competition Brands
Kind of data which will be collected:• Mentions in the articles.• Number of Comments related to the keywords.• Number of unique profiles engaging in the discussion.• If possible, finding the gender/sex of the profile.
Getting insights into the sentiments of ConsumersProactively engaging with such conversations.
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
To track the buzz around Offline/Online Campaigns.
Tracking the conversation surrounding the Offline/Online campaign.
Tracking the popular posts and finding its social presence on Twitter, Facebook, Digg and other Networking sites.
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
To leverage Word of Mouth to proactively increase the credibility of the brand.
Using the Online Insights to design relevant polls and
connecting with online audience.
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
Alerts System for capturing any specific events or trends that are influencing consumers
Finding viral content is difficult due to its random presence in the internet. • (Any content from anywhere can go viral, therefore the best would be to keep a close track over mediums like YouTube's new videos, upcoming articles in Digg, Reddit, Twitter etc )• Further, we need to find active communities who are active in promoting videos and content. (Highly Resource Intensive and depends upon the community)
Strategy:Do contextual search with relevance to the brand then track steep rise in the data trend and notify immediately.
Most videos can go viral within 24hrs, therefore every minute is
of utmost importance.
Detecting Rise
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
To identify specific issues that are being discussed around the product/brand
Strategy:Finding Brand associated keywords and identifying the popular issues being discussed online.
Strategy:Finding Brand associated keywords and identifying the popular issues being discussed online.
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
To Measure the performance of your social profiles (Twitter/Facebook)
Trend Analysis on the Post and
Likes/Comments
Trend Analysis on the Post and
Likes/Comments
Identifying your TOP fans on Twitter and Facebook based on
Engagement
Identifying your TOP fans on Twitter and Facebook based on
Engagement
Tracking User activity on the Facebook Page
Tracking User activity on the Facebook Page
What Can We
Do?
Objective &
Scope
Benefits of using Nexzenpro
What Can We
Do?
Objective &
Scope
2012 (c) Copyrights NexZenPro
What Can We
Do?
Objective &
Scope
Information Dissemination Through SMRs
• Creating Social Media Releases about brands
• Adding links (community, fan page), videos & photos for greater engagement
• Publishing the SMR on key news sites & online directories– These sites are very high on SEO
Bestezine.comIndiaprwire.comPRUrgent.comPR.comPressexposure.comLivepr.comEpicpr.com
2012 (c) Copyrights NexZenPro
METHODOLOGYObjectiv
e & Scope
What Can We
Do?
How Will We
Do?
2012 (c) Copyrights NexZenPro
High Level Social FrameworkObjectiv
e & Scope
What Can We
Do?
How Will We
Do?
2012 (c) Copyrights NexZenPro
Defined Deliverables
Reporting Possibilities•Daily Leads for processing•Daily Progress Report•Weekly Performance Report•Daily Automated Mailer to the concerned person about previous day’s performance•Monthly Competition Report for Social Channel Use•Monthly Industry Report on Market Buzz•Quarterly Strategic Report•Indian Social Media Overview Report
Targeted Achievements•100% increase in Brand Buzz in 6 months.•50% Reduction in Brand Negativity on the Social Web•80% Management of Online Complaints•Setting up great footprint in the market as the latest Technology Adopter•Set the stage for next generation technology Use
Objective &
Scope
What Can We
Do?
How Will We
Do?
2012 (c) Copyrights NexZenPro
For Details, Contact -
Samir AnandM: +91-9810170858Mail : [email protected] : samilpi
Start Using Nexzenpro Today
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2012 (c) Copyrights NexZenPro