Summer Training Presentation on

Online Reputation and Digital Crisis Management for Samsung Mobiles India

External Mentor: Mr. Praval Singh

Co- Founder

Internal Mentor: Mr. V. P. Arora Faculty Jims

IntroductionTo start with, think about people, not platforms/ tools/ channels.

Platforms might change with time – people remain the same, pretty much.

People connect with each other on ‘social objects’.

Agencies, brands and individuals need to identify them and rework their communication methodology.

Learning at Media RedefinedHow do brands communicate with people and engage them.

How to segment customers on the basis of keywords search, and profiling them.

Analyzing the difference between potential customers, Influencers and starters and monitoring their activity.

Use of social media tools to influence, engage and identify the social objects around which consumer would want to connect with brand.

Analyze how the campaign’s reward and recognitions helps in cultivating the relation between brand and the customer.

Learn how digital Crisis effects the reputation of an brand and how threaten it would be at times.

Social ProfilingBucketing & Profiling of Customers/ Fans

At Media Redefined, we culled out the customers of Samsung Mobiles across social .

Bucketed and Profiled them on the basis of Conversations, Handsets and their Influence levels.

As a pilot, 900+ Customers were profiled 2 months; across Facebook and twitter.

Some 150+ bloggers in the same time.“Social Media Marketing: Enabling Others to Advocate for Your Brand/

Business Through a Focused Approach & Compelling Content”

Measuring Tools

A Fine Print

ownpurchasedgotboughthave

Tracking Sales and Prospects using contexts

A Fine Print( Cont.)

Customer Profiling: Device based(Macro)

Galaxy SWaveOther Samsung Mobiles (Jet, Metro, Omnia, etc.)CorbyGalaxy ModelsMonteGalaxy TabStarChamp

What Do We MeasureVolume of reactions - comments, tweets, retweets, shares, likes, video views, check-ins

Quality of reactions (followers, Klout, PeerIndex, etc)

Top Influencers/ commenters/ content creators (youtube)

Traffic (bit.ly)

Impressions per post, overall, etc.

Profiling customers into Buckets – Think of a Facebook app with classified content!

Reporting and Analysis

Finding and Learning'sThere were more than 25+ product updates made on the landing page of Samsung Mobiles

On the daily basis there were more than 14950+ active users participating on the page.

The facebook fan pages was the most traffic drawn tool for Samsung followed by twitter updates regarding products and services.

People were communicating about the product and services offered by Samsung among each other’s and assistance if required, by member of page were immediately entertained.

Digital Crisis and Management