- 1. Managing your Reputation in a Social World Prepared by:
Steve Ballantyne, Director of Business Development at Neighbourhood
Buzz Trusted by Canadas best property management companies.
Copyright Neighbourhood Buzz Communications. 2012.
2. Thank you for coming!2 3. Ask Questions during the
presentation.#WEBCON @nbrhoodbuzz is me! 3 4. Why this presentation
is awesomeWhat makes an online reputationHow to improve your online
reputationStep by step response to a PR crisisHow to get more
positive reviewsHow to address negativityThe new buying processWhat
the future holds 5. In the beginning5 6. @georgesbarber 6 7.
@greedisgood 7 8. The shift in communication #scary8 9. Where we
could be #hopeful 10. Is the world going social? 10 11. Is the
world going social? 11 12. Is the world going social? 12 13. How
People Share online13 14. Why should I be concerned with online
reputation?Customers are onlineProspects are onlineCompetitors are
onlinePeople pissed off at your company forno reason are onlineThe
future is online14 15. How prospects look for apartments today15
16. Same same, but different One in two buyers are in some way
influenced in their buying decisions by rating and review sites;
brand integrity now resides in the public domain. Dennis Smillie
Source: Statisfacts (www.statisfacts.com) 17. What makes an online
reputation? 17 18. What makes an online reputation? 19. 19 20. CBC
Marketplace Blog 20 21. Facebook & Twitter 21 22. 22 23. What
could have been done? Blog defense / fact posting / clarification
Twitter conversation Facebook conversations Facebook Integrate into
the PR process 23 24. What is24 25. What could be25 26. Step by
step guide to a PR crisis in a social world 1. Admit the fault -
dont try and hide it or justify it. 2. Apologize through channels
that are relevant. 3. Indicate the plan - to do better/fix the
issue - Includes timeline and milestones. 4. Exceed expectations -
take the crisis as an opportunity to not just fix the problem but
do much better. 5. Deliver on promises - Actually DO what you say
youll do and OVER communicate through the process. 27. Where to
begin? start listening27 28. Who are we listening for?Dissatisfied
customersBrand de-vangelistsBrand champions & evangelists28 29.
Dissatisfied Customers 29 30. 30 31. 31 32. Brand Evangelists32 33.
How do we listen online?Free: Google alerts, Hyper alertsLow cost:
Hootsuite, Neighbourhood BuzzEnterprise: Radian633 34. Google
Alerts34 35. Hootsuite35 36. Neighbourhood Buzz Listen Tool 36 37.
Radian 6 37 38. How do I improve my online reputation? 39. How do
we influence review sites?39 40. Can I pull a review down?Google
Places Flag as inappropriate Google will reviewYelp if it violates
terms for service or content guidelinesMyhood.ca indicate no under
helpful, will investigateBedbug registry contact site, will mark as
disputed Author can always take down their review. Try reaching out
tothem directly.41 41. Can I respond to a review?YesGoogle Places
Business Owner ResponseYelp Publicly & privatelyBedbug registry
publiclyNopeMyhood.ca contact site only42 42. How do I influence
search? produce your own unique contentProduce your own unique
content 43. How do I influence social? engage! 44. How to address
negativity1. Say thank you2. Address the complaint3. Inform on
action you/they should take4. Promise a brighter futureAlways be
polite!45 45. 46 46. See the magic in action47 47. How do you get
more positive reviews? ask! 48. Trip Advisor 49 49. The integration
continues 50 50. What could be!Listen to all online chatter about
yourbrandInfluence to create the web presence youwantPositive
testimonials around the webMaintain a watchful eye51 51.
BenefitsMore business, more easily. Prospects are soldbefore they
meet you, because they alreadytrust youEarly warning system
regarding brand orproduct issuesFind brand champions and reward to
pro-actively influence conversation52 52. Where are we going? More
American Style review sites ie: www.apartmentratings.com More
chatter across the social web Mobile & Twitter increasing speed
More power to the people53 53. The new buying process 54. Get
Started Today!Come by our booth to get a freesnapshot of your
buildings reputationand online visibilityClick HERE for a free
online reputation snapshot 55. Thank
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