¤Reputation Management¤ °Seminar°

Final  Project  –  Redouane  Fahed  MAHI  MBA  2  /  B                                                                                                                                                                                                                      CMH    ACADEMY  

Reputation Management  

Reputation Management No  business  can  afford  to  ignore  the  importance  of  reputaFon  management,  

and   the   important   role   of   social   media   in   online   reputaFon   management.   A  business  brand  can  go  from  the  big  success  to  the  decline  in  this  digital  era,  where  anyone  can  spread  news  quickly  to  people  on  blogs,  Facebook  and  TwiNer.  

The  boNom  line  on  reputaFon  management  services   is  that  they  are  crucial  for  any  company  that  wants  to  enjoy  resounding  success.    

Internet  reputaFon  management  support  can  provide  markeFng  stability  for  the   business.   ReputaFon   management   can   also   serve   as   a   way   to   fight   back  against  otherwise  unchecked  defamaFon  of  character  or  product.  PuQng  the  best  “face”  forward  for  maximum  customer  appeal  is  more  easily  accomplished  when  the  online   image   is  being  monitored  and  protected  by  a  professional   reputaFon  management  service.    

Reputation Management Skills  

Reputation Management Skills Here  are  the  skills  to  look  for  when  hiring  a  ReputaFon  Manager:  

1.  Outgoing  personality   -­‐   they  will  be  required  to  walk   into  networking  events  and  be  comfortable  introducing  themselves  to  strangers,  

2.  WriFng  skills  –  a  background   in   journalism  or  experience  with  wriFng  helps  since  they’ll  be  creaFng  so  much  content  for  your  company,  

3.  Social  media   experience   –   experience  with   social  media   tools   isn’t   a  must,  but   it’s  definitely  helpful  and  cuts  down  on  training.  Look  for  someone  who  can  navigate  WordPress  and  understands  TwiNer  and  Facebook  for  business,  

4.  Interest   in   your   industry   –   a   Community  Manager   needs   to   be   passionate  about  what  they  do.  If  they’re  not  interested  in  your  product  or  service  move  on,  

Reputation Management Skills  

5.  Willingness  to  work  around  the  clock  –  being  a  Community  Manager  isn’t  a  9-­‐5   job.   Make   sure   they   understand   that   the   job   involves   working   some  evenings  and  weekends,  and  responding  to  community  members  outside  of  work  hours  (but  please,  please  compensate  them  accordingly),  

6.  Good   employee   –   The   skills   you  would   look   for   any   employee   apply   here:  great  Fme  management  skills,  ability  to  mulFtask,  intelligence  –  but  they’re  especially   important   for   a   Community  Manager   since   they’re  managing   so  many  different  areas  of  the  business.  Look  for  someone  smart  who  doesn’t  get  stressed  under  pressure,  

7.  PR   experience   –   having   experience  with   public   relaFons   is   a   nice   to   have,  especially  if  it’s  a  focus  for  your  business,  

8.  Culture  fit  -­‐  this  especially  applies   if  you’re  at  a  small  company.  The  person  needs  to  get  along  with  your  other  employees  and  needs  to  mesh  with  the  company’s  culture.  

Reputation Management & Social Media Marketing  

Reputation Management & Social Media Marketing

Managing  online  reputaFon  is  now  closely  linked  to  the  social  media.  Factors  of   business   success   will   increasingly   be   associated   with   to   the   company   image  conducted  on  line.  The  reputaFon  of  a  company  will  therefore  more  and  more  be  based   on   the   cyber   opinions   published   through   the   various   sites,   forums   and  sharing  networks.  

For   businesses   to   truly   thrive,   they   need   to   achieve   "brand   idenFty".  Examples   of   large   companies   with   brand   idenFty   are   Kentucky   Fried   Chicken  (KFC),   Coca   Cola,   Starbucks.   When   somebody   hear   those   names,   he   will  immediately  know  what  kind  of  product  or  service  is  geQng.  Having  that  kind  of  brand  recogniFon  implies  trustworthiness,  reliability,  and  consistency.    

Actually,  with  a  good  reputaFon  management,  businesses  clearly  don't  need  to   have   a   big   adverFsing   budget   to   achieve   a   good   level   of   brand   recogniFon.  With  the   internet  and  social  media   in  addiFon  to  an  acFve  online  management,  it's   now   feasible   for   any   company   with   a   minimal   budget   to   get   widespread  branding  of  their  business  online.    

Reputation Management Benfits  

Reputation Management Benfits

Without   a   doubt,   the   top   benefit   of   a   successful   and  well-­‐executed   online  reputaFon   management   campaign   is   maintaining   a   favorable   image   for   your  company.  When  consumers  turn  up  nothing  but  posiFve  informaFon  about  your  company,  they  are  more  likely  to  do  business  with  it.  AddiFonal  benefits  include:  

•  Early  Warning  about  NegaFve  Press:  Since  you’ll  be  tracking  and  monitoring  your   company’s   reputaFon,   you   will   be   able   to   respond   to   negaFve  comments   and   arFcles   in   a   quick   and   strategic   way.   The   longer   that   such  comments  go  without  responses,  the  more  serious  the  damage  will  be.  

•  Improve  Customer  SaFsfacFon:  Online  reputaFon  management  requires  you  to   be   proacFve   about   responding   to   criFcisms   of   your   company   on   the  Internet.   This   not   only   improves   your   company’s   image,   but   it   can  dramaFcally  improve  customer  saFsfacFon.  Customers  are  impressed  when  a  company  cares  enough  to  respond  to  them  personally  about  issues  that  they  are   having.   As   long   as   you   take   the   Fme   to   respond   in   a   thoughjul   and  helpful  way,  you  simply  can’t  go  wrong.  

Reputation Management Benfits  

•  Save  Money  on  MarkeFng:  While  you  will  have  to  pay  for  the  best  reputaFon  management  services,  they  will  actually  save  you  serious  money  in  the  long  run.  As  menFoned  above,  think  of  reputaFon  management  as  an  extension  of  your  overall  markeFng  campaign.  When  your  company’s  image  is  flourishing,  you  don’t  have  to  work  quite  as  hard  at  convincing  people  about  the  quality  of  its  products  and  services.  

•  Learn   More   about   the   CompeFFon:   The   old   saying   about   keeping   your  friends   close   and   your   enemies   closer   is   true.   Your   compeFtors   aren’t   your  enemies,  per   se,  but   you  need   to  keep   tabs  on   them.  Every  now  and   then,  reputaFon  management  strategies  reveal  underhanded,  shady  techniques  by  the   compeFFon   –   and   it’s   beNer   to   become   aware   of   them   sooner   rather  than  later.