4 Step Process of Online Reputation Management


We have witnessed mushroom growth in the last decade, where businesses acquired social media profiles for their marketing and customer support activities. At the same time due to raised awareness and easy to use platforms, consumers provide feedback about the brand frequently. Number of reviews posted every minute by Yelp users is 26,380. Interestingly if any brand rectifies the complaint quickly then they keep 95% of their disgruntled customers which is good number. On the other hand 86% people hesitate in buying products or service of the brand which have negative online reviews. These facts reveal that Online Reputation Management (ORM) is indeed one of the key functions of modern day businesses.

 

Although you can find hefty ORM agents in the market but it is pertinent to understand the subject before dealing with it. If you have basic knowledge of Risk Management, Digital Marketing and Legal then you are at a better position to understand and resolve the subject.

 

Process is required to streamline ORM practices and rules, which is stated below:

ORM

ELICITATION:

Businesses should have mechanisms through which regularly content about the brand should be fetched either automatically or manually from web sphere. Your social media and search engine resources should report all the reviews and mentions to the central repository of ORM either through emails or other means.

Fnnel

There are some tools which can assist you in elicitation:

  1. Google Alerts
  2. Yahoo Alerts
  3. Mention.net
  4. Social Mention
  5. Hootsuite
  6. Feedly

 

 

CLASSIFICATION:

All reviews and social mentions needs to be classified into atleast three categories which will be aligned respectively with suggested counter measure in later stage of CONTROL STRATEGY. Excess of anything is BAD here therefore moderation is suggested. When you say that your business is transparent then it should be again upto certain level don’t forget that two third online shoppers drop the idea of buying if they see two to three negative comments online. Therefore, classify all the comments into Positive, Negative & Opportunity comments. I think first two classes are self explanatory but the third one needs more deliberation. Opportunity comments include reviews or mentions which are on negative side but at the same time they provide opportunity to respond in a way that will either result in minimum loss or can be resolved by explaining the situation. These comments help in earning trust of the customer because they feel that brand is being transparent and giving exposure to Positive and negative comments both.

 

CONTROL STRATEGY

After classification applying counter measures is a pretty straight forward task where all the positive comments are aggressively promoted in the shape of testimonials on all platforms of web. Secondly, Negative comments are either tried to be removed from web or it is suppressed by positive comments down so that their exposure to users become restricted as we know that 93% of search engine users never go beyond first page of the search result. Lastly, opportunity comments can be utilized in the shape of case studies and then promoted in-order to explain the complete context of error and how fast it is resolved.

 

BRAND VALUE

At the end of the process it is very important to quantify the brand value in-order to realize that where it is going. You need holistic approach to evaluate your brand value through multiple tools which are mentioned below:

  • Klout
  • Yelp & Other review websites
  • Alexa Rank
  • Google Rank

Google Rank

Bloggers: Use Demand as Trigger to Increase Engagement!

Blog Engagement

Blog Engagement
Blog Engagement

Most of the time bloggers are concentrating in finding topics, which forms the basis of their upcoming blog posts. This activity at times gets them to the point where they run out of ideas for new posts. That is why there is a need of systematic approach, which evolves idea and defines boundary for the development of content.

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B to i to C in Social Media Marketing | DIVIDE & RULE!

B2i2C

B2i2C
B2i2C

Social media marketing is the sizzling topic of recent times. Worldwide web is flooded with articles and tips on how to use social networking. It is very important to note that social media marketing is not preference of gigantic businesses only; rather small businesses find it equally effective.

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Image

Schedule for publishing posts on Social Networks!


Schedule for publishing posts on Social Networks!

1. Breakfast with LinkedIn.
2. Midday Coffee break with Google+.
3. Lunch with Twitter.
4. Evening Tea with Facebook.
5. Dinner with Pinterest.

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Increase audience engagement through social media communities!

Social Media Communities

Social Media Communities
Social Media Communities

Personal experience tells that posting messages in communities and groups trigger more visits to your website or blog, than postings on the wall as public messages.

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The Tortoise and the Hare! Inspiration for marketing

Tortoise and Hare ~ Digital Marketing

Tortoise and Hare ~ Digital Marketing
The Tortoise and The Hare ~ explore more on clicking image by visiting http://appfinder.lisisoft.com/app/hare-tortoise-stories-for.html

We have been listening to stories since our childhood to boost motivation for excellence.

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Overview of GE’s Change Acceleration Process (CAP)

cap-model

This is a much needed dimension of recent times. Digital marketing requires stringent change management processes. Enjoy the treat of reading this wonderful article!

Cheers!

Agility Science

In 1989-90, under the direction of Jack Welch, GE launched “Work-Out” – a team based problem-solving and employee empowerment program modeled after the Japanese quality circles model that was in vogue at the time.  Work-Out was a huge success and Welch was frustrated by the rate of adoption through the business.  Welch, the visionary, realized that GE (and everyone else!) was entering an era of constant change, and that those who adapted to change the fastest would be the survivors.  He commissioned a team of consultants (including Steve Kerr, who was to become GE’s first Chief Learning Officer) to scour industry and academia to study the best practices in change management and come back to GE with a tool kit that Welch’s managers could easily implement.  The result was the Change Acceleration Process, commonly referred to within GE simply as “CAP.”[1]

The Change Effectiveness Equation

The team studied hundreds…

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REMEMBER: The 4Ps Are Out, The 4Es Are In | Ogilvy & Mather

4 P and Es | Digital Marketing

4 P and Es | Digital Marketing
4 P and Es | Digital Marketing

Click here to discover insights of the subject: 

The 4Ps Are Out, The 4Es Are In | Ogilvy & Mather.

Owing to the integration of Marketing and Digital Technology, has triggered many changes in the marketing approach of communicating brand value.  Fundamental changes are that in legacy marketing, businesses use to target as per geographical barriers but not there are no barriers as such courtesy internet and cellular networks. Moreover, concept of “Push” and “Pull” in marketing is the new dimension on which marketing strategies are being developed.  Digital Consumer becomes more difficult to be satisfied, due to ease in access to product/service online reviews.

Conflict of interest in gaining trust

Conflict Of Interest | Digital Marketing

Conflict Of Interest | Digital Marketing
Conflict Of Interest | Digital Marketing

Recently, we are witnessing very informative articles suggesting winning trust in-order to gain long-term engagement with digital consumers.  There is a logical reason behind this claim that is since social media marketing is a buzzword of recent times, and to interact on this platform ethical practice needs to be followed. Therefore, winning trust by providing high quality content to digital consumers is the new dimension kicking into marketing strategies, so that audience trust is achieved.

However, what if one of your fierce competitors is doing a research on the topic related to your business stream and the white paper or blog post released contain high quality content. Would you share it on your blog? Because, if you go on ethical grounds, then this content is required to quench the thirst of content of digital consumer, but at the same time you are compromising with your business strategic goals; this leads us to CONFLICT OF INTEREST.

There will be a requirement of constraints in sharing information of your competition if it is in conflict with your business strategy. From Legacy marketing to digital marketing, primary focal point remained competition analysis and deducing competitive edge for your businesses, this is a natural course of action, as far as marketing is concerned and founding principle. That is why alteration in this dimension is not pragmatic option. Finally, it is suggested that “Excess of anything is bad” quote. Moderation is advised, when it comes to information sharing of competition or anything, which comes in conflict to your business interests.

WATCH OUT FOR BIG EIGHT CHALLENGES | Digital Marketing

Wind Of Challenges | Digital Marketing

Wind Of Challenges | Digital Marketing
Wind Of Challenges | Digital Marketing

Digital marketing is in vogue, and most of the businesses worldwide, are adopting this dimension of marketing just to earn status symbol of being “Innovative Organization”. Owing to this adhoc approach, decision of indulging into online marketing unfolds unpleasant surprises upfront. In this blog post, we will unearth some of the significant challenges faced by the companies in implementing digital marketing strategies. Awareness of these potential pitfalls may lead to plan contingencies and risk management strategies, before diving into Digital Marketing. However, this is no doubt that digital platform is the bigger stage for marketing, but at the same time if you get it wrong then it will become the reason of your rapid descend as well!

Pervasiveness:  

This is one of the key risks in digital marketing, as technology and search engine algorithms are changing with high frequency making digital marketing strategies redundant. Therefore, it is vital to tackle this risk by incorporating mitigation or transferring tactics. Another approach to confront this problem is to make short spanned milestones, which collectively over a considerable period realize strategic goals (may be after one to five years). Thus, mathematics concepts of “Integration” and “Derivation” hold the key for digital marketing strategies.

Diversified Customer Relationship Channels:

Another challenge, which marketers face in digital marketing, is plethora of social networking sites on which they have to interact with customers. Legacy marketing use to revolve around TV and print media for communicating brand value but it is not the case anymore. Organizations need to broaden their presence base across all major or desired social networking sites to keep the reach for their digital endeavors. Furthermore, social networking is not the only fragment, on which digital consumers are present, mediums like search engines, Emails, SMS, Digital Billboards are the other platforms on which virtual interactions are required. Since, there are many channels of engagement for the marketers and it is impossible to keep presence on all mediums, this call for intelligent selection of channels as per the product/service nature.

Organization Readiness for Embracing Digital marketing:

This is the area, which is usually neglected. To introduce change in any system it is vital to make necessary arrangements, in-order to make that system compatible with change. For instance, if business does not possess content writers, bloggers and social media strategist etc. in their line-up and these functions are left on the individual who does not possess the required capabilities, then that system is bound to fail. Moreover, if website does not comply with web 2.0 frameworks, and social networking page is created on social networking website, then instead of increasing brand value it will start diminishing it, as being not share-able on social networks. Hence, it shows clearly that organizations must assess their readiness before entering into digital market.

Device Independence:

About a decade ago, there was historic transition in software development industry where Java introduced platform independent programming language. Now is the time when marketing world is facing the same dilemma and there is a requirement of device independent marketing strategies. Further to illustrate, if some company has designed and created an impressive landing page on its website for the promotion of one of its product. However, that landing page has no mobile interface then that company wills failure out on the opportunity not being on the smart phones. Similarly, if website is not tested on all web browsers of computers, tablets or smart phones then it is relying on luck to get beneficial results of the campaign. Therefore, it is pertinent to have device independent approach in all digital marketing strategies to bear successful outcomes.

Lack of international standards in Digital marketing:

Digital marketing alone cannot achieve ultimate objective of marketing, there is a need of Hybrid approach, which combines legacy with digital marketing. There are not international standards like those that we do have in marketing or for that matter in other professional bodies; this adds further grief on the problem. Since, we cannot control this dimension so it is always advisable to make appropriate practices by combining several standards of marketing and information technology.

Irritated Customers:

Digital marketing may turn out to be “Curse in disguise!” because the principle of digital marketing is word of mouth significance and what if it comes from one of your irritated customers. This will lead companies to catastrophe like the famous case of “DELL-HELL”, where one of its customer turn out to be a blogger who ruined DELL reputation on digital landscape with alacrity. Beware of this risk and always look out for the irritated customers and resolve their irritants by rectifying the problem. Contrariwise, this is a favorable dimension for digital consumers having the ability to effect companies brand value and will contribute in raising the level of customer satisfaction.

Overabundance of Data for Analysis:

Moving onto the most touted challenge as we speak; there are almost infinite number of data analytic approaches and software in the marketplace. Without any doubt, the king of analytics is “Google Analytics” for the website and “WordPress Analytics” for blogs. However, the reason for mentioning it as challenge is that the size of the data is huge. To maintain this data for some time is a real overhead, as higher storage is required, Confidentiality-Integrity-Availability of data, Security and safety requirements and last but not the least, integration of all data analytic to assist in making marketing decisions.

Communication with Stakeholders:

Coming to the end of our list of challenges, as a rule in management; communication is the make and break for all businesses. When it comes to digital marketing this is the area where you find most difficulties. Because, it is a relatively new phenomena and there are not more tangible examples to refer in your communication with stakeholders like bosses or investors. This leaves ample task and skill on the marketers to convince their bosses to take decision in their favor but most of the time it gravitates towards the other side. It is recommended, that consistent pursuit and comprehensive details are the two pillars of getting the verdict in your favor and there is no elixir of life, which will fix this problem all of sudden.

Finally, to recapitulate, this is not the complete list of the problems but certainly one of the top most challenges faced by marketing professionals in recent times. Purpose of this blog post is not to discourage anyone, rather it’s a heads up call for all of us.

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Unveiling Social Media SPIDERS & BOTS | Integrated Optimization

Social Media Spiders ! Integrated Optimization

Social Media Spiders ! Integrated Optimization
Social Media Spiders ! Integrated Optimization

We are living in the era where information and communications technology is leading and triggering changes in all walks-of-life. For the last few years, search engine optimization remained one of the most touted buzzword in online fraternity and then came social media optimization. However, like always technology is not going to wait for anything to grow mature and continue to keep on taking strides forward. Owing to this tendency, we are witnessing another change in optimization world, where Google is showing its predilection towards social indicators as the basis of page ranks. Discover, to the point blog post by Samantha “Google Has Changed Their Website Ranking Advice” to have background information. However, in this article we will try to explore compelling reasons due to which search engines are drifting towards social media indicators and future scenario of optimization world.

Firstly, we have to reiterate the real objective behind setting back-links one of the significant criteria to rate websites; previously, this was the only option available that reflects reputation and demand of the content on the site by digital consumers. This led to introduction of new tactics of building back-links to the website so that its page rank is improved in the eyes of search engines. Due to the very reason, focal point of all resources and efforts were to gain back-links and not on the content of the website, this where problem lies as search engine as we speak most of the time show search results with irrelevant content because owners of the websites have optimized them. Thus, the state of affairs were such that search engines have to take some corrective measures in order to raise the quality of the organic search results.

With the inception of Web2.0 and rapid popularity of social networking sites, search engines have realized that there is another more efficient way of determining the reputation and demand of the content on the website and that is social sharing, comments and likes/dislikes. There are several reasons why this approach is being proffered over previous approaches and they are stated below:

  • Ultimate goal of search engines are to provide organic search results as, per consumers demand, and what could be the better option than social media indicators (such as sharing, ratings, likes or comments) as these are the verdict of the same consumers.
  • There are several aspects about the content, and these all are not related to the quality of the content. Rather, some of them points to the relevance as well, relevance of time, relevance of language, relevance of culture and to name but a few. It is hard to determine relevance with the help of algorithms, so why not to transfer that burden back to online consumers as they are selecting relevant content and rate them daily on social media sphere.

Finally, to recapitulate, social media has acted as catalyst here, and triggered change in search engine algorithms for rating websites. Thus, in times to come we will make web2.0 compliant websites in order to make them search engine friendly and all types of optimizations (such as Search engine optimization, social media optimization, On-page Optimization) will integrate with each other to form “Hybrid Optimization or Integrated Optimization”. Moreover, social media interactions will act as the key performance indicator for search engine bots or spiders and i will not be surprised if facebook or twitter launches its own social search engine. Furthermore, keywords in the content will be highlighted as hash tags ‘#’.

Coming to end, I think we are moving in a right direction and we are going to see interesting changes in times to come. Like always my advise is “Change with the Change! Otherwise Change will Change You!”

Look busy do nothing – Reverse the Curse In 5 Steps! SMM

Reverse the curse | Digital Marketing

Reverse the curse | Digital Marketing
Reverse the curse | Digital Marketing

Mounting popularity of social media marketing has compelled businesses to adopt emerging platform of social networking as their preferred marketing channel. Since the inception of social media marketing into their overall marketing strategies, organizations are facing problems of social media misuse at work.

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Measuring the Impact of Digital vs. Traditional Advertising on Website Traffic


It is pertinent to have tools in your armory to gauge actual performance of digital and traditional advertising endeavors. Explore simple and straightforward way of evaluating outcomes of promotion activities on social media, search engine and traditional means.

Advertising in the Digital Age

tradvsdig_mediabudgetsThere’s an old adage that says “Half of my marketing dollars are working, I just don’t know what half.”  How true is that in this digital age for most businesses that have a mix of digital and traditional advertising?

One of the million dollar questions that every business owner or marketer wants to answer is just how effective is my traditional advertising versus my digital advertising for my business?

Well, there is no silver bullet in the industry right now that answers this question with 100% percent certainty, but there are some tricks that you can use that help shed some light on how effective (or in-effective) your traditional advertising is at bringing consumers to your brand and engaging with your website.

The Concept

In order to do this experiment you’ll need to have installed Google Analytics on your website and have at least 30 days of traffic data.

Let…

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Is Digital Marketing a Makeover of Legacy Marketing or Innovation?


Digital Marketing Is Innovation Or Makeover Of  Legacy Marketing | Digital Marketing
Digital Marketing Is Innovation Or Makeover Of Legacy Marketing | Digital Marketing

It may indeed be true to say that legacy marketing has transformed to digital marketing, this subject however requires further analysis. According to many professionals of legacy marketing, this transformation is merely a relabeling of the traditional marketing terms. By way of contrast, others gravitate towards the opposite way. This post will look at both points of view before reaching to reasoned conclusion at the end.

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Remedies To Three Pain Areas Of Social Media At Workplace!


Remedies To Pain Areas Of Social Media - Digital Marketing
Remedies To Pain Areas Of Social Media – Digital Marketing

International business fraternity has started taking social media seriously in their marketing endeavors. Since, these are the early days of social media marketing implementation, but straight away, there have been studies conducted on detrimental effects of social media marketing in organizations.

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Is Social CRM Innovation Or Need?


Social CRM - Digital Marketing
Social CRM – Digital Marketing

Since the introduction of social media on internet, businesses are exploring methods to utilize this media to their advantage, at the same time increasing revenues and controlling loss of business.

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Influencing Factors For Social Media Marketing!


Social Media Marketing - Digital Marketing
Social Media Marketing – Digital Marketing

Transformation of marketing preference from traditional way to social media is on the rise. Conventional marketing is in practice for many decades now. This is the reason due to which this style considered suitable for businesses today. However, trend is shifting towards social networking rapidly. There are many convincing reasons due to which this change is happening but in this article, we will look at eight compelling motives:

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Digital Marketing

Digital Marketing

Digital Marketing
Switch On Digital Marketing In Your Business

Digital Marketing is new flavor in marketing. Basically it is “communicating value” to market through digital gadgets like desktop computers, smartphones, tablet computers etc. Internet marketing is the major portion of digital marketing that is why on most occasions these terms are used interchangeably. Internet Marketing has five major types:

Continue reading “Digital Marketing”