The  Why?  The  How?  

http://1x.com/photo/54918/

Bad  Customer  Experience  

Unsolved  Issues  

Bad  Reputation  

Lost  Revenue  

Public  Rela+ons* •  Talk  to  Journalists,  Professionals  •  One-­‐to-­‐Many  •  Control  the  Brand  •  Push  the  Message  •  Speak  as  a  Spokesman  

Public  Rela+onships •  Talk  to  Customers,  People  •  One-­‐to-­‐One  &  One-­‐to-­‐Many  • Manage  the  Brand  •  Engage  the  Community  •  Speak  as  a  Peer  

*An  exaggeration  

Building  Customer  Relationships  

Customer  Service    

Establishing  Touch-­‐‑points  

Listen   Respond   Engage  

Search  about  your  company:  

1.  Company  Name  2.  Company  URL  3.  Products  4.  Public  Facing  Employees  5.  CompeSng  Products  6.  DescripSons  

•   Company  Name    +  sucks  •   Company  Name  +  rocks  •   Company  Product  +  review  +  sucks  

In house Online Reputation Tool www.socialorm.com

In house Twitter Tracking Tool

Listen  to  what  people  say  

Talk  to  people  like  they’re  people  

Engage  people  by  building  relationships  

Measure  where  and  what  is  being  said  

Reputation  Management